Complaint Overview
Total Complaints
52
26% of respondents
MonitorAvg Resolution Time
15 days
Median: 14 days
Needs ImprovementResolved
32
61.5% resolution rate
Target: 85%Escalated
9
11 pending · 9 escalated
Requires AttentionComplaint Breakdown & Resolution
Complaint Categories
Frequency, share, and resolution status per category
15 28.8%
12 resolved 3 unresolved
11 21.2%
6 resolved 5 unresolved
11 21.2%
7 resolved 4 unresolved
9 17.3%
5 resolved 4 unresolved
6 11.5%
2 resolved 4 unresolved
Complaint Resolution Gauge
Percentage of complaints successfully resolved
0%
resolved
Critical Acceptable Target
Resolved
32Pending
11Escalated
915
avg days to
resolution
resolution
Reform Impact Analysis
Before & After Reform Comparison
Key metrics measured before and after organisational reforms were implemented
Service Turnaround (days)
Complaint Volume
Staff Professionalism
Overall Satisfaction
Reform Journey
Key milestones in the organisational improvement programme
🔍
Q1 2024 · Diagnosis
Baseline Survey Conducted
Initial customer satisfaction survey revealed CSI of 3.2 and 48 unresolved complaints. Loan processing delays identified as top issue.
📋
Q2 2024 · Planning
Reform Programme Launched
Management approved a structured reform plan targeting complaint handling, staff training, and process automation across all 3 branches.
🛠️
Q3 2024 · Implementation
Process & Staff Interventions
Loan processing workflow automated. Staff communication training rolled out. Complaint tracking system implemented across branches.
✅
Q4 2024 · Results
Measurable Improvement Achieved
CSI improved to 3.9, complaints dropped 39.6%, turnaround halved to 6 days, and professionalism score rose to 4.1.
