A new way to capture complaints, feedback and compliments
A single repository to help prevent future issues by listening to the voice over the customer
Encourage people to use a new online tool to capture complaints, feedback and compliments – a step-change in using a single system and standard way of working to improve the customer experience.
Our solution was all about connecting complaints with the positives of listening to the customer, and educating people with a complaint versus feedback. We focussed on:
The outcome is that the system being used across the Group as a single repository of complaints and also as an opportunity to identify ways to prevent issues from happening in the future. The system is a valuable repository for good news stories and customer compliments too.