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Introduction and FAQs: What
is HTC?
HTC is a website offering consumers: ·
Information
on rights, laws and procedures Users are attracted by the all-encompassing nature of the site including the public and private sectors, the extent of research and consumer information given and the dynamic content offered by our complaints facility. Step 1. HTC maintains a database of organisations structured by sector and subsector. There are around 120 subsectors providing an easy way for users to find an organisation and allowing us to provide information and advice relevant to each subsector. Having chosen an organisation, users are presented with a page detailing the procedures in place for the relevant subsector with some general information and links to third party sites. Users can then make an informed judgement regarding the complaint and where it should go. Step 2. The user must then logon or register (to avoid abuse of the facility) providing some very simple personal information including contact details. Step 3. The user is presented with a form to complete, including all the relevant information that the organisation needs to process a complaint. This includes the nature of complaint and suggested resolution, all tailored according to the relevant service/industry. The user then previews and sends the complaint. It’s that easy and it’s free. HTC simply sends that complaint to the organisation through the channels that we have agreed or through the publicly available channels otherwise. So you send me complaints…..why is that good for us? As you probably know complaints are valuable to an organisation. They are a valuable source of feedback, an opportunity to retain a customer, to build loyalty from that customer and to benefit from crucial positive ‘viral’ marketing’. It is well documented that complaints handled well can benefit your organisation in all sorts of ways: public perception, customer loyalty, staff morale and ultimately financially. It’s when your customers stop complaining that you should perhaps worry!! Why would we want someone else to be involved and what’s in it for us? HTC doesn’t get involved in the actual handling of the complaints in any way other than making sure they get to your organisation in the most efficient way possible. At present you probably receive complaints through a wide variety of media and addressed to a wide variety of people (including your Chief Executive). By highlighting your preferred channels, ensuring complaints are made in a methodical manner and include all the essential information, HTC can help you save money, time and aggravation in the handling of complaints. How else do we benefit?The HTC site includes information and pointers for users that ensure complaints are made to the right organisation for the right reasons. The aim is to prevent passing or duplication of complaints and particularly to ensure that organisations are given the best opportunity to resolve an issue before a complaint is perhaps passed on to an authority for example. This way everyone benefits: the consumer by doing it right the first time, the organisation by being given the means to handle a complaint effectively and a regulator (for example) by not having complaints addressed to them before they have been through the correct procedures. Perhaps most importantly, the vast majority, estimated at up to 90%, of your unhappy customers won’t tell you if they are unhappy but may simply take their custom elsewhere. HTC, by attracting such complaints, can give you access to those quietly dissatisfied customers and give you the maximum opportunity to keep them loyal. Research shows that an unhappy customer is likely to tell up to 10 other people about his/her negative experience and inversely a happy customer will tell up to 10 people about his/her positive experience. This just shows the importance of so-called ‘viral’ marketing and the influence that a customer complaining to you can have on it. Which sort of organisations use your service? In short all sorts. We would like everyone to be involved in this website. We are equally keen to have public sector organisations involved as private sector organisations. This service is free in its basic form and we welcome all organisations from small local operations to national operations. The more organisations we can involve the more useful this site becomes for the public and in turn for the organisations involved. So do you just send us e-mails? Only as a starting point. We don’t want to exclude any organisation from using this service and so we use publicly available e-mail channels to begin with. Although this suits many organisations, more sophisticated options are available. These include a web-based option with complaints effectively written onto our servers and accessed via a web browser or through a ‘bolt-on’ facility that can be provided for your CRM system. The aim is to give you maximum flexibility in the way you treat a complaint and the way you deal with the information received. With an estimated 100 million complaints in any year in the UK the potential usership is enormous. As more and more people come online (35 million in the UK already) then the overlap is huge. Through extensive marketing, partnerships and support from the public and private sectors HTC aims to become the major online channel for complaints. What products and services does htc offer? There are three core offerings: Customised complaint handling mechanisms – Benefit from a structured complaints channel that could link with your own systems. This allows for maximum efficiency at your end coupled with the flexibility to treat the complaint and deal with the information received in whatever way suits you. This needn’t involve any installation or purchasing of any extra systems but can be supplied via a web-based browser interface or through a bolt-on system, both assuring the integrity of your systems and data. Data Analysis – Benefit from regular, standardised reports and analysis of complaints and trends compared to your competitors and to other industries. This helps you make the most of the feedback you are receiving and to capture the attitudes and opinions of consumers. Market research – With a large population of informed consumers, HTC can offer very cost effective, timely and customised market research. We poll our users on topical issues and are able to send surveys to targeted users depending on an organisation’s profile. The basic service is free. All we ask is that you supply us with the correct channels for complaints to be targeted by way of an e-mail address. These will not be revealed to users and you are able to create as many detailed channels as you require (see ‘Can I customise it’ below). For enquiries regarding our customised complaint handling, analysis and research services please send an e-mail to enquiries@howtocomplain.com and we will call you straight back. Can I customise it?Yes – You are able to set-up and modify as many complaint channels as you like. This is all done via a web browser. You might like to set-up a seperate complaint channel for different regions for example or for different subsidiaries of your business or organisation. To set up a complaint channel or update an existing channel please follow this link. If you purchase our customised complaint handling service then we can customise the complaint channels in any way you would like. Is it secure?We take security of data very seriously (please read our privacy statement for more detail) and therefore take all reasonable precautions to protect our systems and data. All changes in contact information are vetted and filtered by our team and any information regarding a complaint is only accessible by the complainer and the relevant organisation. The only information displayed by us regarding your organisation will be publicly available contact details. All users that submit a complaint or use our open forums must be registered with contact details etc. provided. Any contravention of our terms and conditions results in termination of the users account. We do use filters and prompts in parts of the site but if you should receive a complaint that contains any profane or discriminatory language then please let us know immediately and we will take the necessary action. How do I update my information?How do I sign up?If you need any further information on any of these points or would like to talk to us about our service or products please send an e-mail to enquiries@howtocomplain.com and we will call you straight back. |
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