Handling complaints well can boost loyalty

Companies that handle complaints from customers well can secure their loyalty, first-quarter findings for the Customer Satisfaction Index of Singapore (CSISG) 2010 show. But the survey, conducted by the Institute of Service Excellence (ISES) at SMU, also found another interesting phenomenon ? customers who complained and whose complaints were handled well reported relatively high loyalty of 61.7. But those who complained and whose complaints were handled poorly reported the worst customer loyalty score of 32.1.