Complaint Evaluation

Bernd Stauss and Wolfgang Seidel
Additional contact information
Bernd Stauss: Catholic University of Eichstätt-Ingolstadt
Wolfgang Seidel: servmark consultancy

Chapter 10 in Effective Complaint Management, 2019, pp 205-233 from Springer

Abstract: Abstract Complaint evaluation can be used to systematically exploit the information potential that is contained in complaints. Basically, it comprises two areas: complaint analysis and prioritization of problems. The task in complaint analysis is to investigate the total complaint volume quantitatively with respect to certain important characteristics. For this purpose univariate and bivariate methods can be used. The univariate methods include absolute and relative frequency distributions, as well as location parameters such as arithmetic mean and median. Bivariate methods such as cross-tabulations permit the examination of correlations between two variables. In order to provide detailed information, it makes sense to apply univariate frequency distributions and bivariate methods also to subsets of complaints (such as complaints about specific problems or complaints of a special customer group). In addition, the temporal dimension of the complaint analysis must also be considered (time-period and time series analyses). For the prioritization of problems, customer-oriented and company-oriented variants of Frequency-Relevance Analyses (FRAC) are available. The customer-oriented variants link the frequency of problems that have occurred with the importance that the customer attaches to the problem. Company-oriented frequency-relevance analyses are available if the most urgent problems are determined by the company on the basis of experience values for a longer period of time.

Date: 2019
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-319-98705-7_10

Ordering information: This item can be ordered from
http://www.springer.com/9783319987057

DOI: 10.1007/978-3-319-98705-7_10

Access Statistics for this chapter

More chapters in Management for Professionals from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().