EQ Views
Utilising Complaints Management: A Strategic Pathway for Savings in the Rail Industry
Tuesday, 5 September 2023We 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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Transforming the Higher Education Complaints & Feedback Management Landscape
Friday, 25 August 2023The 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 Role A Specialised Complaints Management System Can Play Under The New Consumer Duty
Monday, 21 August 2023The 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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FCA Complaints Data Trends And the Role Of Root Cause Analysis
Thursday, 15 June 2023The 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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Understanding And Adapting To Customer Vulnerabilities
Tuesday, 6 June 2023Learnings 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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Gambling Firms Should Turn Regulation Into An Opportunity
Friday, 12 May 2023The Government’s proposed gambling reforms have prompted big headlines about the financial cost to the industry. But as customer care grows increasingly critical to brand value, does tighter regulation offer opportunities for forward-thinking firms?
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