Passion 4 Customers offers a complaints platform to consumers in eight European countries and four languages, covering seven different consumer-facing industries, and provides results to its client companies.

PRESS DISPENSARY - Stuttgart - Tuesday, Nov 17, 2009 - All businesses know how important it is to listen to customers. But very few find it easy to turn raw complaints into meaningful, structured customer feedback and then create genuine, long lasting actions to address root causes. For five years, the challenge to achieve this has been inspiring customer experience consultancy Passion 4 Customers, and the result is its recently opened European complaints management service at http://www.passion4customers.com.

Passion 4 Customers operates on a scale which makes its results truly representative. It offers a complaints platform to consumers in eight European countries and four languages, covering seven different consumer-facing industries, and can therefore provide its clients with feedback that is company specific, industry-specific, country-specific or pan-European. It is able to identify issues endemic to an entire industry or particular to one company, and can spot trends which cross national boundaries. It can differentiate between one-off complaints and growing tendencies, and where a business has a specific problem, it can relate that problem to the industry as a whole, providing not only analysis but support in finding the right answers.

Consumers see Passion 4 Customers as a quick, easy to use service where they can complain about a range of industries and businesses. They can log their complaints in their own mother tongue, even if they’re in another country, and can do so almost instantly, using a PDA, phone or computer via social networks such as Facebook and Twitter as well as the Passion 4 Customers website, with a structured complaints form that’s friendly and simple. Passion 4 Customers is the only service in its markets that is so accessible and wide-ranging.

Passion 4 Customers does not pass on the raw data for its clients to analyse. Instead, it provides structured customer intelligence, ready analysed and focused not on problems but on solutions, with insight into customer expectations and customer ideas for future innovation.

The service suits business of all sizes, and multinationals are finding that, for the first time, customer intelligence can be across multiple markets, which not only creates comparisons between markets but does away with separate agencies in each market, eliminating the difficulties of creating like-for-like data sets or analysis unaffected by differences in culture and national tone of voice.

“One complaint in isolation may be important but it cannot drive customer service strategy,” says founder Nathalie Frechet. “Yet multiple complaints can be equally meaningless if they aren’t properly analysed and put into context. A pile of complaints is just a pile of raw data. Our passion is for turning customer feedback into something truly useful, meaningful and positive: we provide interpretation, contextualisation and inspiration for strategic action.”

As well as offering company-specific services, Passion 4 Customers also provides instantly downloadable industry reports, with data and analysis split by country and by customer age group. Reports contain customer dissatisfaction drivers and the full explanation behind the dissatisfactions, and are available for free instant download from http://www.passion4customers.com/reports/corporate-reports.html . More detailed reports are also available offering company analysis and competitor analysis. Its site also supplies the latest news and events for the customer services industry.

Passion 4 Customers provides its services as one-offs, fixed price annual membership and bespoke consultancy.

Notes for editors

Passion 4 Customers was established as a customer experience consultancy in July 2004 and is based in Stuttgart, Germany. It is a small company run by 2 partners and has 3 employees.

The Passion 4 Customers complaints service covers Austria, Belgium, Ireland, France, Germany, Netherlands, United Kingdom and Switzerland. Its website and complaints portal is available in English, French, Dutch and German.

Its service covers seven industries: airlines, travel, ISP, telecoms, banking, consumer electronics and high-tech.

Further services include complaint management, customer service consulting, media/press coverage, events/seminar/conference coverage, company interviews, reporting and analysis.

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