As well as being able to compare responses and trends from the last five years, this year we’re also using pioneering technology called Implicit Attitude Testing (IAT).
With this technology we’ve been able to delve into the mind of the consumer to understand what they really think, what motivates them, what satisfies them and what makes them unhappy.
By using IAT, we’re able to paint a more in-depth picture of the complex modern consumer and generate a far more accurate and honest understanding of the ever-changing complaints landscape.
With deeper, meaningful insight into the data we have an opportunity to look beyond the figures and behind the stats. With this new knowledge, we can help to transform customer experiences and empower businesses to develop long-term trust with their customers.
Click here to view our Consumer Action Monitor report 2019
Click here to download our 2019 report.
In this year's report there are some emerging trends for us to keep an eye on. This report focuses on three key themes:
1. The impact of, and expectations around, new technology
2. Millennial attitudes and how generations approach complaints
3. The need for businesses to recognise and address consumers in vulnerable circumstances.
There’s also some headline statistics to share
At Ombudsman Services, we’re always learning today to empower tomorrow. We believe that it’s about us asking the right questions and challenging the data to provide meaningful insight, which will help businesses to build stronger consumer relationships.