Some resources to get you started
Wednesday, January 07, 2009                  Register

 
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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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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
Reports
- Complaints-handling in Residential Aged Care in Australia
- An example individual LP Review report
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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