+44 (0) 1823 32 32 39

Covalent Feedback consolidates all your customer communications into a single, structured system that manages the process, allowing you to monitor contact from start to finish across complaints, feedback, freedom of information requests and much more.

1

Ensure consistency in complaints handling, streamlining the process easing the administrative burden on the organisation

2

Profile complaints to easily investigate patterns and identify trends to avoid recurrence

3

Easily escalate unresolved complaints to the right people quickly

Complaint and Feedback Management Software - ProductStrip1

Streamline the process and focus on resolving complaints

  • Record policy guidance to users for each stage

  • Reinforce lines of accountability by assigning complaints to owners who add guidance and commentary for easy referencing by all users

  • Automatically escalate complaints to different stages if they remain unresolved

Read case study

Reduce response times and escalation rates

  • Create templates for each feedback type: complaint, compliment or suggestions

  • Record all communication in a simple form view in line with each template and add relevant supporting documentation to queries for future reference

  • Identify any complaints slipping their deadline date with traffic-light system

  • Automatically email update reminders and escalate status change alerts

Request a demo

Complaint and Feedback Management Software - ProductStrip2
Complaint and Feedback Management Software - ProductStrip3

Analyse data to spot trends and identify long-term solutions

  • Record a variety of complaint profile information (such as complaint type, complaint source, complaint remedy and complainant type) to help minimise chances of a complaint recurring

  • Analyse reasons for contact using categories and other profile information

  • Set up default options for remedy types, e.g. a specific action taken to remedy the complaint or a review/change to the processes of the organisation

  • Link Feedback to Actions so that managers can easily see related plans that are in place to improve services

Download datasheet

Hackney
‘Covalent Feedback has provided a fully supported flexible system which is easily accessible to all our
users and managers. It supported a step change in complaints handling by giving greater accessibility to
records and performanceinformation and allowing for greater analysis issues affecting services.’ 

Bruce Devile, Head of Business Analysis & Complaints, London Borough of Hackney

Find out more