QC audit and complaint investigation

Closing the gaps and preventing customer complaints

Industry
Transport
Purpose
Quality control audit and investigation of customer complaint
Related Service
Investigating & Auditing

The lowdown

This transport industry client received a formally lodged customer complaint and wanted to ensure that the same issue—or something similar—did not recur. With that in mind, we conducted a comprehensive process audit.

Outcome

This client received a detailed report outlining recommended operational improvements. Emendas identified process gaps that may have led to the customer complaint, and made suggestions for preventative action that could be taken to close the gaps. Our approach removed assumptions inherent in the operations and uncovered quick fixes that can have wider impacts if left unchecked.

Did you know?

This Salesforce report found that 78% of customers polled would forgive a company for their mistake after receiving excellent customer service.