IoF East Anglia Conference8 November 2012

Sam Wilson, FRSB

The Good, the Bad &

the Ugly

We’re here to help…Feedback is a great opportunityIt show’s the person cares what you are doing,

good or badIt makes that person valuableBUTMake sure you can deal with feedback

Did you know?

• More than half of people now complain all or most of the time if they are unhappy with a product – an increase of 18% in 5 years…and that was in 2006

• Just think about PPI misselling & MPs expenses

Source: National Complaints Culture Survey, ICS/TMI 2006

Did you know?

• Nearly all customers would recommend a company to their friends if a complaint had been resolved efficiently

• But, 4 out of 5 customers would spread the word if a complaint had been handled badly

Source: National Complaints Culture Survey, ICS/TMI 2006

Did you know?

• 91% of unhappy customers will never return• Resolve their problem fast and 85% will come

back again• It costs at least 5 times as much to gain a new

supporter than keep any existing one!

How’s best to do it?• Agree what recording• Agree how recording• Agree who’s going to co-ordinate• Agree communication channels• Establish handling processes • Regular reporting & monitoring• Submit ACR if FRSB member

The bad & the ugly

“An expression of dissatisfaction whether justified or not” (BS8600)

Why is it important to have a complaints process?

Empower supporters by instilling confidence in your services

Ensures consistency across the organisationShows you’re focussing on your supporters’ needsShows you have an open, honest and fair approachBenefit your charity’s development by setting a

benchmark for supporter care.Enhance your charity’s reputation by confirming its

commitment to excellence.

What should your process look like?

Must be available in writing or on your website (if you have one)

Must outline how supporters can make a complaint to you.

Must outline clearly defined timeframesNeeds to make reference to the FRSB (if you’re a

member) Designate a complaints co-ordinator (someone

primarily responsible for handling complaints)

Top Ten Tips!• Convey thanks• Obtain all the facts• Make it easy• Put yourself in their shoes• Learn from every complaint• Authorize & empower your staff• Ignore at your peril• No two complaints are the same• Train your staff• Say sorry – always apologise