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#2264530 - 01/10/22 07:00 PM Complaint Definition - Solicited Feedback
RVFlyboy Offline
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RVFlyboy
Joined: Oct 2000
Posts: 5,977
Soaring over Georgia
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?
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Jim Bedsole, CRCM, CBA, CFSA, CAFP
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#2264536 - 01/10/22 07:35 PM Re: Complaint Definition - Solicited Feedback RVFlyboy
rlcarey Online
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rlcarey
Joined: Jul 2001
Posts: 78,958
Galveston, TX
Well, if you don't want to know - then don't ask.

So, let's say you get something back that does not sound like a complaint on your survey that you would pay much attention too. Something like - we always had a hard time getting (insert loan office name) to call us back. No big deal right - you kindly nudge the loan officer to do better in returning contact with applicants.

But there happens to be more than one of these occasions buried in your surveys for the same officer and it just so happens the people completing the surveys with these answers are black.

Not so innocent anymore.
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#2264551 - 01/10/22 10:47 PM Re: Complaint Definition - Solicited Feedback RVFlyboy
InFairness, CRCM Offline
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InFairness, CRCM
Joined: Nov 2010
Posts: 629
USA
Originally Posted by RVFlyboy
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?

I would include it. Once you know, it's hard to justify not including it.
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#2264564 - 01/11/22 03:35 PM Re: Complaint Definition - Solicited Feedback RVFlyboy
Monster Offline
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Joined: Sep 2015
Posts: 455
We include them. Helps identify trends and other issues we wouldn't likely have heard about.

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