This measure provides an indication of the level of the effectiveness of employee empowerment at pacifying early, customers experiencing dissatisfaction with a product or service delivered by the organisation. It is important to pacify these customers as soon as possible, this can increase the chances of transforming a dissatisfied customer into a satisfied one.

BPIR Categories

7.3.2 Manage customer complaints
15.6.8 After-sales service/warranties/customer complaints

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