The Importance of an Evaluation

One of the most important parts of writing a complaint in the Complaints Book is the assessment of the brand throughout the process.

When using the Complaints Book, the consumer is looking for a solution to his problem and, in many cases, this is the last alternative. For brands, this is another channel of communication with the consumer, a channel that simplifies and helps to solve situations that are not always easy to manage in other channels.

The resolution of problems presented by consumers is the sole responsibility of brands. The complaints book only serves as an intermediary in the communication between the consumer and the brand.

It’s true that we receive hundreds of complaints of the most varied types every day, but we witness the resolution in equal numbers. In the end, what we seek, along with the brands, is consumer satisfaction.

To understand this, at the end of each complaint process, we ask the consumer to share their feedback and rate the brand. It’s important to say that the evaluation given will always refer to that complaint to the way the brand managed the process, and not to the brand in a global performance. We leave this evaluation to other channels and platforms.

Our focus is for the consumer to say how they felt, how they feel, and for this to help the brand improve their processes and help other consumers make better decisions.

If you have made a complaint in the Complaints Book and the process is closed, share your opinion, and evaluate the brand's performance. It's a key part of the whole process.