Complaint Handling and Service Recovery Benchmarking Association

Mission

To identify "Best in Class" business processes, which, when implemented, will lead member companies to exceptional performance.

Objectives

To conduct benchmarking studies of important business processes.
To create a cooperative environment where full understanding of the performance and enablers of "best in class" business processes can be obtained and shared at reasonable cost.
To use the efficiency of the association to obtain process performance data and related best practices from group of companies.
To support the use of benchmarking to facilitate process improvement and the achievement of total quality.

Membership

The scope of Complaint Handling and Service Recovery Benchmarking Association™ membership includes those organizations that have or will implement benchmarking of complaint handling and service recovery issues as part of or in support of their core business(es).

Company membership will be considered with respect to compliance with Complaint Handling and Service Recovery Benchmarking Association™ mission, goals and operating guidelines, as well as, qualification of the organization within the scope of membership.

Participation in specific efforts will be optional and open only to members with costs shared by the participants.

We reserve the right to review membership applications and to make the final decision whether or not to accept any application. Consulting firms are ineligible for membership.

Benefits of Membership

Studies:

Complaint Handling and Service Recovery Benchmarking Association™ will identify and present to members opportunities to participate in Benchmarking studies on various topics of importance to complaint handling and service recovery issues.

There are two types of Benchmarking studies provided:

Consortium studies are offered to the membership as a whole with costs divided.
Single company sponsored studies addressing the interest of one member company can be offered to other selected members for no fee.

The association will also support complaint handling and service recovery benchmarking efforts:

Research - Access public and private databases.
Identify study participants - Top companies interested in benchmarking complaint handling and service recovery issues.
Collect data - Manage response collection with the participants as a third party.
Lead site visits - Structure with best participants.

Roundtables:
Interest group roundtables will be organized throughout the year. Members will pay a nominal fee to join real and virtual roundtable discussions that address specific processes.

Cost:
Currently, membership in Complaint Handling and Service Recovery Benchmarking Association™ is FREE! Costs of studies are shared by the participants.