The website then emails the complaint to whoever is responsible for the issue at the relevant company. The complainant then rates how satisfied they are with the company's reply. All of this data is available online for other consumers to search through on the site. By having a public forum for publishing these complaints, consumers gain leverage in a dispute. The complaint data, collected through the registration process and stripped of personal information, will be analyzed and packaged into subscription reports.
Companies can purchase analyzed complaint data on their own products and their competitors.
They receive unique insights into where their customer service or product quality processes are slipping so they can make improvements. This helps consumers in the long run. The problem is that consumers need more leverage with companies for their voices to be heard. We give them that leverage. Biscoe knows about this issue first hand.