QC audit and complaint investigation
Closing the gaps and preventing customer complaints
- Industry
- Transport
- Purpose
- Quality control audit and investigation of customer complaint
- Related Service
- Investigating & Auditing
The lowdown
This transport industry client received a formally lodged customer complaint and wanted to ensure that the same issue—or something similar—did not recur. With that in mind, we conducted a comprehensive HR process audit.
Outcome
This client received a detailed report outlining recommended operational improvements. Emendas identified process gaps that may have led to the customer complaint, and made suggestions for preventative action that could be taken to close the gaps. Our approach removed assumptions inherent in the operations and uncovered quick fixes that can have wider impacts if left unchecked.
Did you know?
This Salesforce report found that 78% of customers polled would forgive a company for their mistake after receiving excellent customer service.