Complaint Handling Assessment
Assessment of how complaints are received, owned, escalated, and closed — including SLA ownership and root-cause feedback loops.
From HK$28,000 · 2 weeks
Who it suits
Operations and compliance leads who want to know whether complaint handling works end-to-end before volumes rise or an external review arrives.
What you receive
- End-to-end complaint journey map
- Ownership and SLA gap findings
- Sample case notes review (where shared)
- Remediation list for process and escalation fixes
Format
Policy and log review plus interviews with complaint owners. We focus on whether customers can raise issues, get timely answers, and whether themes feed back into product. Pricing is informational; work begins after proposal acceptance.