Complaint statistics: December insight

Passion 4 Customers aims to improve the overall customer experience in Europe. At p4c, we believe that placing the main offenders across the various industries in the spotlight will support this objective.

To this effect, p4c consolidates each month the received customer intelligence and provides the opportunity to the companies to gain visibility and act on the main elements negatively impacting your purchasing experience. The results so far are twofold:

• Either companies ignore passion 4 customers, just like they are not responding to your direct complaints or,

• They embrace the opportunity of working together with us.

As the number of complaints increases, some of the companies concerned are starting to react in a very positive manner.  You can follow our company relationship progress in our ‘Who’s Hot & Who’s Not section’.

We are getting to the stage now were we have sufficient data to report the complaints figures on a quarterly basis. From this point on, the last 3 months of data will be consolidated. Next month this report will cover the months of November to January and so on and so on. As soon as the number of complaints rise and are significant enough, results for a single month will be published.

During the period of October through to December, 78% of the complaints logged with us concern the ISP, Telecom and Travel industries. We noted a seasonal slow down in the number of cases logged during the festive season. 154 cases are currently being handled their status is highlighted in the graph below.

Total complaint volume

Travel industry

There is no need to present any graphs for the 23% of Travel industry complaints. The answer is simply; Thomas Cook/Neckermann is the reason for your complaints. And guess what? They are also our biggest headache. Believe it or not, we have tried by email, letter, social networks and main switchboard to contact the head of this group in Belgium, Germany and the UK.
We are not able to get any reaction from them. We will persevere and are hoping that with sufficient complaints we can get them to respond.
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Telecom

Within the Telecom industry good progress has been made to establish a working relationship with 3 and SFR. Orange (France and UK) is not responding to our attempts to contact them and are the company we are focusing on.

ISP

Other than with SFR, p4c has not been successful in finding the right contacts within each company of the ISP industry. Since going live, 8 months ago, our focus has been the Travel and the Telecom industries. We are now only starting to put more emphasis on the growing ISP market.

Banking, Consumer Electronics and High-Tech

The number of complaints for the Banking, Consumer Electronics and High-Tech remains particularly low and has not been our main focus for this reason.