In today's competitive market simply satisfying your customers' needs may not be enough to retain them. These diagnostic tools and resources will help you retain your customers by increasing customer loyalty.
Other Guides
- Managing Consumer Complaints
- Your guide to responsible business practices for managing consumer complaints.
- Organizing a Consumer Advisory Panel
- A guide to establishing face-to-face consumer participation programs.
Diagnostic Tools
Does your company deserve a passing grade? Use the tools below to find out how your consumer policies rate!
- Self-Evaluation Tool: Refund and Exchange Policies
- This list consists of 34 statements that describe the major attributes of a well-designed refund and exchange policy. The checklist has been produced as a self-diagnostic tool so you can compare your company's performance with the "ideal."
- Self-Evaluation Tool: Complaint Handling Checklist
- This checklist consists of 35 statements that describe the major attributes of a well-designed complaint-handling system. It has been produced as self-diagnostic tool that allows you to compare your company's performance with the "ideal."
Related Information on Consumer Connection
- Internet Business Guide
- This document provides a guide for on-line merchants to protecting consumers and earning their trust.
- Voluntary Codes
- An information base of materials on existing voluntary codes, research about voluntary codes and a guide to code development and implementation.
Other Related Sites
- Managing for Business Success
- This site provides practical links and references to web sites that offer owners and managers of small and medium-sized businesses a path to insights and information that can help resolve a management challenge without spending too much time searching for information (Industry Canada).
- Complaint handling guidelines for traders
- Document produced by the Australian Ministry of Fair Trading but relevant to businesses everywhere.
- Retaining Customers by Handling Complaints
- North Dakota State University. Article and diagnostic tool on keeping customer turnover to a minimum, and recommendations for managing consumer complaints.
