Complaint Handling and Evaluation Management with Business Analytics

Complaint Handling and Evaluation Management with Business Analytics

Abstract

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Paying attention to customer’s complaints will allow organizations to gain customer loyalty and increase customer connection. Customer complaints are inevitable due to product unsatisfactory and errors committed by service providers. Business industries need an effective tool that allows them to manage and evaluate efficiently the customers’ complaints.

The researchers conducted the project to develop an automated system that collects and evaluates customer’s complaints. The said project will collect the data and analyze it using statistical methods and technologies. The proposed project is effective in obtaining new insights and fact-based decision-making to satisfy customers.

The researchers will develop the project using the Software Development Life Cycle (SDLC) technique. The SDLC approach composes of stages such as determining project requirements, data gathering, data analysis, designing, and coding that lead to the development of the software.

Complaint Handling and Evaluation Management with Business Analytics
Complaint Handling and Evaluation Management with Business Analytics

After the development process, the researchers will test and check the system. The project will be presented to the panel of IT experts for evaluation. The experts will assess the functionality and operation of the system and provide their recommendations for the improvement of the system. The researchers that the developed project will have smooth operation when implemented.

The implementation of the system will significantly benefit business industries. It will assist them to electronically collect data about customer complaints. The system will allow companies to efficiently evaluate and manage complaints to arrive at effective decisions to improve service and overall customer experience.

The system is highly recommended for it will provide a great advantage to businesses in fully optimizing their capability to provide satisfying products and services to the customers.

Introduction

The capstone project, “Complaint Handling and Evaluation Management with Business Analytics” is a system designed to help organizations handle customer complaints and evaluations by analyzing collected data using statistical methods and technologies to obtain new insights and enhance strategic decision-making for customer satisfaction.

Nowadays, most organizations emphasize that paying attention to customers’ complaints contributes to gaining their loyalty to the organization and increasing their connection with them. For organizations, it is inevitable to encounter customer complaints that arise as a result of unsatisfactory products or any error committed by the service provider. It is critical for companies to efficiently manage and review customer complaints, but most complaints are not managed effectively due to a lack of tools to promote the collection and evaluation of customer complaints to develop an effective plan to satisfy customers. Customers will be dissatisfied with the organization’s services if complaints are not handled properly. As a result, the need for an effective system to handle customer complaints is obvious, especially in the service sector, where it is critical to achieving and maintaining customer satisfaction.

Proposed Solution

To resolve the above-mentioned issues, the researchers of the study proposed a Complaint Handling and Evaluation Management with Business Analytics. The system will be able to collect all data of different customer complaints and present them using statistical methods and technologies to easily evaluate and come up with an effective strategy on how to resolve the complaints. By using the system, all complaints of customers will be centralized and easy to retrieve for evaluation. The system will let organizations effectively pay attention to customers’ complaints.

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Objectives of the Study

General Objective – The main objective of the study is to design and develop a system that will handle and manage customer complaints and will let organizations systematically evaluate the complaints and arrive at an effective strategy to improve their services.

Specifically, the project aims the following objectives:

  1. The system will store all data about customer complaints about easy retrieval.
  2. The system will let organizations systematically evaluate complaints using business analytics.
  3. To develop a system that is efficient to facilitate complaints handling and evaluation.
  4. To develop a system that will help organizations arrive at an effective service strategy.
  5. The system is efficient, accurate, and reliable to use.
Complaints Handling Management System - List of Complaints
Complaints Handling Management System – List of Complaints

Scope of the Study

The researchers aim to develop a system that focuses on collecting and evaluating customer complaints. The researchers will design the project that implements business analytics and is capable of collecting customer complaints and analyze them using statistical methods and technologies. The system will eliminate the errors and problems encountered in the manual approach of complaints collection. The researchers will gather a sample size of companies and customers as a respondent for the study.

Significance of the Study

The project is deemed beneficial to the following:

Organizations/Companies. The system is a very helpful tool for companies to improve their services and enhance the overall customer experience. They can pay attention to the customer’s complaints and provide solutions.

Customers. The system will help them receive a satisfying product or service from companies that use the system.

Researchers. The researchers of the study will gain more knowledge and skills in developing helpful programs.

Future Researchers. The study will serve as their guide in developing their version of the system.

Complaints Handling Management System - Monthly Report
Complaints Handling Management System – Monthly Report

Conclusion

Companies and organizations emphasize the importance of paying attention to customer complaints about their products and services. They aim to fully optimize their services offered to satisfy their customers and gain loyalty from them. The researchers conducted the study to design and develop an automated system that will collect and evaluate customer’s complaints. The researchers developed the system and present it to the respondents and intended users. The result of the study showed that the developed system met the needs and requirements of the respondents and intended users. The majority of the respondents and intended users have seen the potential of the system in improving services and customer experience.

Therefore, the researchers concluded that the developed system is an effective tool to collect and gather data about customer complaints. The system will aid the process of analyzing and evaluating the complaints by using statistical methods and technologies. The system will ensure that companies and organizations will efficiently address complaints of the customers and improve their services for customer satisfaction.

Recommendations

The significant result of the study made the researchers recommend the implementation of the system. The developed system is highly recommended for its efficiency and reliability that can be offered to the intended users. The system will eliminate all deficiencies and errors encountered in the conventional way of addressing customer complaints. The system will allow companies and organizations to effectively manage all complaints, obtain insights and good decisions from the complaints and apply them to their services. The researchers also recommend that the intended users should have enough knowledge about the features and how the system works.

Specifically, the researchers recommend the following:

  1. Companies and organizations should implement the use of the system to efficiently address and manage customer complaints.
  2. The researchers suggest that the staffs-in charge install the system to help them electronically collect data of customer complaints and analyze it using an effective method.
  3. The system is highly recommended for its efficiency and reliability in collecting, evaluating, and managing customer complaints.

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