86% of consumers that close their complaints give us feedback – of this 90% positively rate the service they received from getclosure! and more than 90% say they will recommend getclosure! to others. WOW! When I first read that sentence I was breathless.

These stats are so fantastic that it prompted me to think hard about how and why they are possible. After lots of consideration the conclusion I reached is as follows:
I think the key to delivering great service is managing consumer expectations. Our mandate is to deliver each complaint to the most appropriate person/department at the supplier organisation and then manage each complaint to try and get it resolved. Throughout this process we do our best to manage the consumer’s expectations and keep them informed about the status of their complaint.

Another contemplation point for me was the fact that 69% of consumers are satisfied or better with the outcome of their complaint. This illustrates just how critical is it to make sure the complaint is delivered to an appropriate person and that if your complaint does reach the right person then more often than not it will be resolved.

Perhaps the most impressive statistic which I came across is that 60% of consumers are satisfied or better with the way their complaints were handled by the supplier. This ties up with the above point of delivering complaints to an appropriate person but is also a positive reflection on South African suppliers and the efforts that many suppliers are making to improve the way that they handle customer complaints.

It seems then that that the reason we received such positive feedback is a mixture of managing consumer expectations and delivering complaints to the right people at supplier organisations. Sometimes we get it wrong, and when we do we appreciate feedback from consumers so that we can continually improve the getclosure! service and help to improve the service consumers receive from suppliers. If you have any comments or suggestions please feel free to email me at richard@getclosure.co.za

Richard is the sales and marketing manager of getclosure! He has played a significant role in getting the initiative off the ground and manages the day to day operations of getclosure! Click here to read more about Richard.