Looking for some help in how you have defined complaints. If we send a post transaction survey (such as after a loan closing) asking for feedback about the customer's experience, and that feedback includes any negative remarks, would you treat that as a complaint? Or could we be OK defining a complaint as any unsolicited verbal or written expression of dissatisfaction with a product, service, or treatment at the financial institution? We would still want to have production make note of the survey results and take action where appropriate, but wouldn't necessarily have to include that in our complaint logging and analysis processes. Or since it is negative feedback, regardless of whether the customer initiated or we initiated, should we treat it as a complaint and log it and include it in complaint analysis?
Jim Bedsole, CRCM, CBA, CFSA, CAFP
My posts - my opinions