Financial services and insurance

Show the complaint route from initial contact through response, appeal and closure. Define authority, handling deadlines, necessary data and satisfaction measurement in line with obligations applicable to your service.

Suggested package

The customer experience package organises complaints and satisfaction measurement, with forms for channels, analysis, follow-up and improvement.

Customer experience

Example package index

A financial services customer experience example contains 56 documents. Services, handling routes and your answers determine your organisation’s count.

1. F-01 Document list and retention rules
2. F-01b Process map and interactions
3. F-02 Document distribution and receipt record
4. F-05 Job description and competence requirements
5. F-05a Roles and authorities
6. F-06 Training, competence actions and evaluation record