Free tool · Complaints Handling Pulse Check
How good is your complaints handling, really?
Answer 12 quick questions about how your organisation handles complaints. You'll see your score and maturity level straight away.
It takes about five minutes, and it works for any size of organisation, from a small business to a large contact centre.
Where does your complaints handling stand today?
Pick the answer that describes what happens most of the time, not what the policy says.
Built from a review of international standards and ombudsman guidance, with ACXPA's own view where they stop.
Your Pulse Check score
0%
Your complaints handling is
- Reactive0–24%
- Informal25–44%
- Developing45–64%
- Established65–84%
- Leading85%+
Fix this first
Your score doesn't change, but everything else depends on this.
A snapshot from 12 questions.
Free Subscriber account
Want to know exactly what to fix first?
Create a free ACXPA account and we'll unlock your full Pulse Check results:
- Your practice next to what Leading looks like, for all 12 questions
- Your top 3 priorities, each with a next step and a free ACXPA resource
- The AI-channel check: where you stand beyond the standards
Plus everything a free account includes
- Free tools in all seven hubsCX, call centre, customer service, complaints, coaching, WFM and training.
- Live Roundtables every monthWatch the CX and Call Centre Roundtables live, plus the latest replay.
- The Call Centre RankingsPublic rankings, quarterly reports and trend snapshots for each sector.
- Industry quizzesSee the right answers and how your score compares with everyone else.
- Downloads and templatesChecklists and cheat sheets, including the free Erlang C calculator.
- Articles and glossaryPractical insight, plus clear definitions for 200+ industry terms.
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What does your level mean for your customers?
Five levels, from handling complaints when you have to, to using them to lead.
- 0–24%ReactiveLittle is in place yet. Complaints get handled when they can't be avoided, by whoever picks them up.
- 25–44%InformalSome good habits, but most of it lives in people's heads. Little is written down or checked.
- 45–64%DevelopingParts of a proper process are in place, but not everywhere. Some areas still rely on individuals.
- 65–84%EstablishedA documented process followed across the organisation, with what you learn starting to drive change.
- 85%+LeadingComplaints shape decisions at every level, and customers can see the difference.
For ACXPA members
Want the complete picture, and a plan to improve?
The Complaints Handling Maturity Audit goes much further than the Pulse Check.
48 questions across all 8 dimensions, a score for each dimension, and an action plan linked to ACXPA resources. Run it again whenever you like and track your progress over time.
- 48questions
- 8dimension scores
- 1action plan
