Framgångsrik klagomålshantering : Förslag som förbättrar SJ:s klagomålshantering gentemot pendlare

Executive summary The purpose of this thesis was to investigate how the commuters travelling between Vasterasand Stockholm were experiencing SJ's customer complaint handling today and how SJ handles customer complaints. Furthermore, the thesis aims to give suggestions how SJ can work with customer complaints in the future. First the thesis present how SJ handles customer complaints today based on questions given directly to SJ. Moreover, theories in service recovery and complaint handling are presented. With starting point in the theories, a better understanding of effective service recovery and customer complaint handling was created. A survey was conducted on selected trains between Vasteras and Stockholm, from the 9 th to the 11th of May 2011. In total, 373 surveys were collected from which 299 surveys were complete. Data from the survey was analyzed and the following conclusions could be drawn. Conclusions SJ should always strive to collect all the complaints from the commuters as it would give SJ a better overview of the commuters' situation. SJ needs to listen to the commuter’s opinions and show that they take them into consideration. SJ can only then take action and make improvements. The company should work to clarify that complaints are handled and that they lead to improvements. In addition, SJ should implement a more user-friendly process for the commuters to hand in complaints in order to receive as many complaints as possible. A conclusion was reached that there is room for a field on the application for travel time guarantee where commuters and other travelers can file a complaint. At the launch of a mobile application a proposition is made that it include a feature where commuters can file their complaints. The training of SJ's staff in the current situation is good but a conclusion was reached that it can focus more on customer complaint handling. If the commuters that have no other alternative transport to work or to school are dissatisfied with the service, it increases the risk of spreading negative word-of-mouth, which is highly disadvantageous to SJ. SJ must be better at: fixing problems, providing guarantees for fixing the problems, take responsibility for the problems and for their customers, show understanding and offer a more equitable compensation. According to commuters the turnaround time of complaints, easier to express opinions, a fair treatment in the process and an opportunity to influence the handling of complaints are important factors for SJ in their customer complaint handling. Recommendations Suggestions were given on how SJ can adjust their customer complaint handling after dividing the commuters into four types by their propensity to complain “passive”, “voicers”, “irates” and “activists”. It was made in order to adjust customer complaints handling by the different types of commuters who travel with SJ and also to make it as easy as possible for commuters to forward their opinions and to file their complaints.