Analysing the content of customer complaints to understand better the nature of the problem as it is perceived by the customer is called:
A) Critical incident technique
B) Path analysis
C) Complaint analysis
D) Customer-focused analysis

Question

Quizplus · Accepted Answer

Complaint analysis involves examining the content of customer complaints in order to gain insight into the nature of the problem as it is perceived by the customer. This can help organizations to identify areas for improvement and take steps to address customer concerns. Critical incident technique, path analysis, and customer-focused analysis may also be useful approaches in customer service management, but they do not specifically involve analysing complaints in order to understand customer perceptions of problems.

Analysing the Content of Customer Complaints to Understand Better the Nature