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Fintech companies and financial institutions handle large volumes of low-value customer disputes. Handling them internally creates perceived bias. Escalation to regulators or courts is expensive and slow, and rarely improves the customer relationship.
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Why dispute resolution matters for customer retention:
Industry research consistently shows that how a company handles complaints has a direct impact on whether customers stay. Studies indicate that a significant share of customers leave after a single poorly resolved complaint, and a large majority are willing to pay more for a better experience. The way a dispute is handled matters as much as the outcome itself.
Kleros replaces or supplements the final stage of the customer experience process. When a customer is not satisfied with the initial support response, the case is escalated to Kleros instead of going to a regulator or court.
| Stage | Action |
|---|---|
| Support response is unfavorable | Customer is offered escalation to Kleros |
| Decision issued | Communicated to both parties within days |
From the Lemon Cash integration:
| Outcome | Result |
|---|---|
| Cases resolved | 2,500+ |
| Customer retention post-complaint | 78% |
| Company win rate | 90% |
| Customer lifetime value increase per case | Approximately USD 100 |
| Cases escalated to judicial or administrative instances | 0% |