1718CSTD10 Understanding Drivers of Customer Complaints

This qualitative research will look to build on our current understanding of customer complaints to further understand the drivers leading to these. In particular, it will seek to understand the drivers initially leading to customer complaints, and those leading to escalation of complaints and decisions to take the process beyond Tier 1. This will enable us to improve our services and how we handle complaints.

Additional information: This contract was let following a mini-competition within the Market Research MR130001 Framework.