Root cause analysis
The FSA has restated its guidance on the requirement for firms to undertake effective root cause analysis of the complaints they receive and take action as appropriate.Charter Continuum combines a cohesive mechanism for handling customer complaints with powerful management information (MI) and reporting tools to analyse and disseminate complaints data across your business.
It lets you consolidate and scrutinise complaints and feedback data to identify common themes of complaints and customer dissatisfaction.
Charter Continuum ensures that your organisation can identify root causes of complaints and the potential implications for the relevant business areas.
- Identify root causes of complaints
- Identify and act on emerging trends and issues
- Adopt preventative measures to reduce and avoid complaints
- Consolidate complaints data to identify customer requirements
- Leverage complaint MI to drive business improvements
- Effectively use root cause analysis data to evidence FSA compliance
- Promote a culture of continuous improvement in service quality
