Some resources to get you started

Saturday, November 18, 2017                  Register
Did you know....?
When customers are satisfied with the way their complaint is handled, repeat purchase intention rises to 70%; repeat purchase intention is only 30% if the customer is dissatisfied with the way the complaint is handled.

TARP 1986

See Resources for reference

Premium Resources

There are whitepapers, reports from some of our recent projects and other premium materials here which may interest you. 

To access these resources you must log-in as a registered site user.  There is no cost in becoming a registered site user and it places you under no obligation.  However, registration does require you to have a valid email address.

Below is a summary of our premium resources.  Once logged-in, a clickable list of those resources will become visible at the botttom of this screen.

Educational articles
- An introduction to complaints-handling
- Benefits of high-quality complaints-handling
- About ISO 10002
- References for factoids about complaints
Research papers
- Relationship between complaint-handling and retention
- Conformance of Australian websites to complaints-handling best practices
- Complaints-handling in Residential Aged Care in Australia
- An example individual LP Review report

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Brochures, etc
Below is a list of brochures and other resources you are welcome to make use of.  To open/view a resource, click on its Title or to download it, click 'download'.
about AS4269
Australian Standard AS4269 was the first complaints-handling standard.
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