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Discover how one leading airline is using passenger feedback data to improve customer service and build a reputation for excellence in the industry in our case study.
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We demonstrate the pivotal role of specialised complaints management systems in driving efficient complaint resolution processes and explore ways through which effective complaints management, translates into substantial long-term cost savings.
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The increasing number of complaints within the higher education sector has raised concerns about the overall quality of education and student experiences. EQ reviews how the introduction of a specialised complaints management system holds significant promise in addressing this issue.
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The Consumer Duty adds an extra layer of responsibility to ensure fair treatment and transparency when dealing with consumers. EQ explores how using technology can help firms to effectively navigate these new regulatory requirements, while simultaneously enhancing customer satisfaction.
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The latest FCA data indicates that many firms are firefighting rather than maximising root cause analysis to reduce complaints. We look at how companies can turn this around and put their data to work.
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Learnings for the Extra Support Club Discussion Group, EQ reviews how regulated companies are acting decisively to support the increasingly complex needs of their vulnerable customers during the cost-of-living crisis.
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