FrameWork is a monthly newsletter that presents you with content and media focused on big ideas about customer complaints—all with Marcia Tal’s insightful point-of-view and commentary.

Inside 6 Billion High-Risk Customer Conversations

July 19, 2021|

When we consider large-scale data sources in financial institutions, we may think about credit reports, transaction data, and customer behavior data. Similarly, what value do we apply to customer conversation data? Is your institution approaching your customer conversation data as a large-scale data source with golden nuggets of valuable insights waiting to be uncovered? With the PositivityTech intelligent platform, you can do just that and turn negatives into positives.

In the United States alone, call centers across industries receive approximately 50 billion calls each year. Many of these calls, driven by frustration, present major […]

Does Income Level Impact Customer Experience?

May 26, 2021|

Does a customer’s income influence their level of frustration when they complain to the CFPB? Does a customer’s income influence their perceived discrimination when they complain to the CFPB?

To begin evaluating the role that social economics play in customer complaints to the CFPB, PositivityTech ingested Census Bureau income data and integrated it with CFPB complaints from the last year, ultimately identifying these insights:

  1. Complaints escalated to the CFPB are concentrated in mid-income ranges.
  2. Customers’ perceived bias, as identified by PositivityTech’s Bias Index, is consistent across income ranges and reveals […]