Challenge
Bank tackles customer complaints with structured analysis
A UK bank had been through massive change following a merger. This engagement was to address the poor position on rankings for customer complaints recorded by the regulator. This was complicated by the disparate systems and processes in use post-merger and in overall transition to a unified bank offering.
what we achieved and outcomes
Bank tackles customer complaints with structured analysis
Achievements
· Identified underlying issues in retail customer complaints
· Built a process delivering fair outcomes for customers using internal cultural change
· Conducted root cause analysis and process review to reduce monthly recorded complaints
outcomes
· Non-regulated recorded complaints reduced by 15%
· Processes established to prevent a recurrence of same underlying issues
· Organisation design modifications to reduce single points of failure
Complaints Reduction
-15%
Customer Base
12M
Engagement Increase
20%
Testimonial
“Vectris made a vital contribution to the success of the programme, and was a pleasure to work with. Hopefully we will get the opportunity to work together again in the very near future…“
Client Project Sponsor
Get In Touch
01865 699060
welcome@customer-engagement.co.uk