lite CVA access


. . Complaints have a bottom-line effect

Sunday, September 05, 2010

Do your IT systems look "outward" to engage your customers, or "inward" helping run the business? Both are important.

The Listening Post Group brings these together in a unique combination of expertise.

We have extensive off-the-shelf capability with solutions read-to-go. If you need more, our proven expertise coupled with our agile development methodolgy will take you from concept to capability - affordably.

Did you know....?

Customers who think they have a poor chance of being successful in lodging a complaint are more likely to exit the relationship.

Singh 1990

See Resources for reference

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Complaints have a cost AND a benefit

OK. You’re convinced that good-quality complaints-handling should deliver important benefits… but, you’re not so sure how to quantify that. Right?

You also know that handling complaints well takes staff and management resources – and that means time and money. You’re not sure how much is enough – or too much.

If you want to balance cost-of-handling versus likely benefits, our ‘lite’ Complaint Value Analysis (CVA) calculator can help you.

Try our 'lite' CVA calculator, free

Our CVA ‘lite’ calculator is based on a simplified version of our full CVA consulting methodology. It provides a quick assessment of:

your complaint handling costs
the $ value at risk from complaints
the $ return from changing your complaints-handling approach.

To access CVA ‘lite’ at no-cost and with no obligation,
click here.

(If prompted, you can Open the .xls file and use it directly, or Save it to your hard drive and then open it.)

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