Flashcards
Nationwide - complaints handling & service recovery
Cards in this deck (11)
- 1What does the nationwide case study demonstrate?How improving their complaints handling processes improved service recovery
- 2What is nationwide & how popular were theyThey're a UK based mutual bank & mortgage provider
700 branches, 80 products
Over 10 million customers and over 14 million employees - 3In terms of complaint received what sort of representation did HQ complaints department see?HQ complaints dept received 12000 complaints a year
This is roughly only 6% of total complaints made annually, not to mention those that don't complain
(33 of 558 complaints go to HQ out of 1000 customers) - 4What was the profile of those that complained?They were very valuable compared to the holdings of an average customer so you want to keep them satisfied
- 5What were the problems with Nationwide's complaint handling process?Feedback received or problems known by front liners weren't filed as complaints
Complaints couldn't be fixed locally due to discretion levels
Amount of complaints received at HQ weren't enough to justify driving improvements (6% of all complaints)
Senior managers didn't have access to feedback to respond (poor filing system) - 6What did nationwide have to do to improve their responses to feedback?1. Had to recognised the value of complaints
2. Had to capture more customer feedback
3. Had to elicit feedback from staff about niggles & make widely available
4. Create systems to support and drive improvements through the intranet logging system - 7How did nationwide try capture more feedback?- Your view counts posters
- Suggestions leaflets
- Monthly perception questionnaire
- Physical & virtual TalkBack events - 8Nationwide developed a feedback and improvement cycle, what did this include?Collecting member feedback
Logging it in the 'member service log'
Root cause analysis
Improvements
Staff & customers informed of changes/improvements - 9The intranet logging system was crucial to the improved complaint handling process, what did it involve?- Training - raising awareness of the importance of complaints
- Total staff access
- Guidance, procedures and rules for local fixes
- Recorded all failure details including action taken by nationwide
- Better information gathering - reports, problem identification, drives improvements - 10What results did nationwide see?13000 feedbacks per month
reduced escalated complaints
continuous improvement groups developed
130 national improvements after first year
regular comms of changes made
external recognition of process
complaints dept renamed 'service excellence' - 11Provide example improvements that have been madeCheque clearance time reduced
Instant online transfers
Abolished tiered mortgage
New childrens account
Sun visor on ATMS (observation of elderly husband shielding sun for wife)
Information
- Description
- University Final Year Managing Customer Service (Managing Customer Service) Flashcards on Nationwide - complaints handling & service recovery , created by Alex Millar on 01/05/2017.
- Created by
- Alex Millar · May 2017
- Updated
- May 1, 2017
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