Key Takeaway #2
Web and hotline reporting channels aren’t enough. Organizations that documented reports from “all other methods” —such as walk-in/open door, manager submissions, letters, and direct emails—captured 58% more reports than organizations collecting reports through web and hotline channels alone.
Key Takeaway #3
Case closure time lost ground this year. Previous improvements in case closure time slipped, potentially indicating that higher report levels are taxing many organizations' ability to respond in a timely manner.