UsefulFeedback was acquired by Civica in 2018. The platform is managed by a team that have made a professional habit out of helping organisations of all types to better manage complaints and feedback. The platform brings together two key areas of expertise - software design and cloud architecture coupled with a deep understanding of complaint management, as both a process and the practice of consumer redress.
Our experience of system design and project management of enterprise level complaint, feedback and case management solutions in highly secure and regulated environments such as finance, local government, health and social care, central government departments and regulatory bodies stretches back over 25 years.
Our professional experience of complaint management goes back equally as long. Whether turning around customer service operations of public bodies by helping repair relationships with citizens, improve perceptions and re-build reputations; or providing the complaint management expertise to help finance operations in the UK, US and Australia meet the demands of local and international regulatory frameworks.
Few understand how to apply technology to meet the complaint management objectives of today’s regulated environments as well as us. Critical to this is uncovering the trends within complaint data and applying it for the purpose of Quality Management and Continual Improvement. Quite simply, we’re better at Complaint Management because we love turning negatives into positives.
Expertise from acknowledged complaint management thought leaders
Consultative approach to solving your specific problems
Easy to use and secure with powerful integration features for rapid roll out