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09 Making improvements as a result of co... > The benefits of root-cause analysis - Pg. 122

122 Complaint Management Excellence This has resulted in considerable improvements in efficiency and cost savings while also improving the customer experience. the benefits of root-cause analysis Root-cause analysis involves treating the causes of complaints ­ rather than dealing with the symptoms on a repeated basis, which leads to increasing frustration for employees and customers alike. For example, businesses encourage staff to record complaints on their complaint-management system. The person who records the complaint has various options to select to indi- cate the root cause. Having done this, and investigated and resolved the complaint, the person dealing with it typically hears nothing further from the overall owner of the complaint-management system about what has happened to prevent further complaints of this nature occurring.