How to use Compliant Management System to maximize your profit. Let your customers share their visit's experience with you in three seconds or less, and monitor the results by using the live scoreboard provided by Swift Tab Survey Express

1. Using CSnLP Express to retain
your customer base

2. The 5 stages of customer complaints

3. 1st Stage
• Are your customers getting a good
customer experience?
• On average, 22% of your customers
will be dissatisfied with their
experience.

4. 2nd Stage
• Do they complain?
• An astonishing 96% of dissatisfied
customers will not even tell you
they're unhappy. This is often
because there isn't an effective
channel for complaints.
• If you don't know they're
dissatisfied you're powerless to fix
it.

5. 3rd Stage
• Are they satisfied by the complaints
process?
• Typically, 62% of complaining
customers will be dissatisfied by the
process or the outcome of the
complaint.
• This is often due to poor
management of the complaints
handling process or a lack of process
altogether.

6. 4th Stage
• How do dissatisfied customers act?
• On average, 55% of the silently
dissatisfied customers will end their
relationship with your company, while
the rest will be at risk of doing so.
• Also, if customers get an unsatisfactory
response to their complaints, 40% are
likely to walk away.
• The good news is that customers
whose complaints are satisfactorily
dealt with will stay loyal to you.

7. 5th Stage
• Overall result:
• On average, your business will lose
12% of its total customers each
year due to poor complaints
management or an inaccessible
complaints process,
• and a further 10% will be at
serious risk.

8. Financial Impact
Company XYZ
Customer base:
100,000
Rev/Customer/year:
$100
Total revenue:
$10,000,000
Good Experience:
78,000 ($7,800,000)
Poor Experience:
22,000 ($2,200,000)
Poor Experience
Complain:
880 ($88,000)
Don't Complain:
21,120 ($2,112,000)

9. Financial Impact (cont.)
Poor Experience (expanded): 22,000 ($2,200,000)
Complain: 880 ($88,000)
Satisfied: 334 ($33,440)
Disappointed: 546 ($54,560)
At risk: 327 ($32,736)
End relationship: 218 ($21,824)
Don't Complain: 21,120 ($2,112,000)
At risk: 9,504 ($950,400)
End relationship: 11,616 ($1,161,600)
Bottom Line
Revenue at risk: $983,136 (9.83%)
Lost Revenue: $1,183,424 (11.83%)

10. So What Should We Do?
• We need to urge dissatisfied customers to
complain.
• We need to have an effective complaints
management strategy.

11. How Can CSnLP Help?
• CSnLP Solutions provides tools for your
dissatisfied customers to:
– Rate the products and services you offer,
– File complaints when they suffer of poor
experience,
– do that while they are still at your site,
– and be sure that the complaints will reach the
management secretly and on the spot.

12. How Can CSnLP Help?
• CSnLP Solutions provides tools for your
complaint handling staff to:
– Receive complaints from all branches on their
computers without the need of paper forms or reinputting data,
– filter, sort and categorize complaints as your
internal polices define them,
– follow-up complaints until they reach the closure
stage.

13. How Do CSnLP Do That?
1. We urge dissatisfied customers to file
complaints by deploying:
CSnLP Express
• We deploy it at the cashier desk, on the
counter, in the waiting area or at the exit door.
• Customers need only 3 seconds to rate the
service and about 30 seconds to file a
complaint if they have one.

14. CSnLP Express

15. How Do CSnLP Do That?
2. We help your compliant staff to respond to
every complaint filed by using:
Express.CSnLP.Com
• It will provide the ratings of the survey spread
by hours, days, weeks and months.
• It will provide the complaints of the
dissatisfied customers so that they can handle
them according to your complaint handling
policies.

16. Express.CSnLP.Com

17. Did we Help?
In Just 4 weeks, the filing of complaints nearly doubled

18. Conclusion
• We can help dissatisfied customers when they
do file complaints.
• We can retain our customer base when we
listen to their needs, comments, and
complaints.
• Retaining our customer base means more
revenue.
• And Yes, We Can Do It.

19. CSnLP Express
Express Your Experience
Q&A