Information, Complaints, and Claims
What is driving responsiveness?
By tracking and categorizing Information, Complaints, and Claims, you can gauge the severity of various risks and prevent them in the future for better performance management.
Simply counting complaints will not adequately reflect the nature or risk of a problem. Instead, you should monitor the customer voice across three dimensions: frequency, customer segments, and type of issue—for example, complaints about product quality are more critical than order identification errors.
Claims, such as compensation or replacement, also have to be addressed effectively. They are a direct cost to the business and, if poorly handled, lessen customer loyalty.
With the Information, Complaints, and Claims decision area, you can set planning goals and scorecarding metrics for these elements of performance management:
- Complaint count (#)
- Failed and cancelled orders (#)
- Returned and damaged units (#)
- Claims, payments, and settlements (# and $)
- Service call count (#)
Most importantly, you can analyze these goals and metrics by a number of dimensions to find the hidden gems in the data driving performance:
- Fiscal month / year
- Customer and Industry
- Carrier / distributor
- Claim type and status
- Location
Using the Information, Complaints, and Claims decision area
You set targets based on your goals and metrics in Information, Complaints, and Claims. You monitor your success by looking at how you measure up against your objectives. Further, you dive into your results to find what underpins your performance.
- Complaint count (#) : Do the number and nature of complaints indicate that we need better documentation or training? Do we need to re-engineer our product?
- Damaged units (#) : Why are we seeing more failed units in one region over another? Are there shipping issues we have to address?
- Claim settlements ($) : How many claims did we settle this year? Were customers satisfied with our response?
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