Over the last 2 months I have immersed myself in some rather interesting data. A question suppliers often ask me is “why would our customers choose to use getclosure! to submit their complaints when they can just call our call centre or email our customer care email address” – so in March this year we started to ask consumers who use getclosure! why the chose to do so.
I looked at the feedback we have received with regard to 19 major suppliers over the last 7 weeks. The findings were rather remarkable. Check out the pie chart below that categorises the reasons why consumers use getclosure! to submit their complaints.
Collecting and making sense of this data was a pleasurable experience – it finally gave me the answer to that niggling question: consumers choose to use getclosure! because suppliers had not addressed their complaints appropriately.
From a supplier point of view this finding is fairly significant. It clearly illustrates that service breakdowns occur not only on the “shop floor” but also in the customer care departments/ call centres. The value that getclosure! provides to these suppliers is threefold:
- Suppliers get a priceless second chance to retain the goodwill of their customers.
- There is no brand damage occurring – the complaints that are submitted on getclosure! are not publicised in an open forum, the complaints are kept discreet.
- The reports that subscribers can generate from their Subscriber Dashboard gives them an independent and reliable insight into the nature of the service breakdowns that occurring within the company.
To find out more about getclosure! don’t hesitate to visit the website at www.getclosure.co.za or email me at richard@getclosure.co.za
