The University of Newcastle, Australia

News

Complaints Management

News • 13 Jun 2019

New Phase of Research Investigates Complaints Management in Public Organisations

The second phase of ground-breaking research into measuring the return on investment (ROI) on effective customer complaints management has begun.

ROI - Complaints

News • 1 Jul 2018

Study finds return on investment in complaint handling can be as high as 1000%

Professor Tania Sourdin (Newcastle Law School), Dr Jamie Carlson (Newcastle Business School), Emeritus Professor Martin Watts, and Ms Christine Armstrong (PhD Candidate) have found that return on investment in complaint handling can be as high as 1000%.