8741419
Description
Flashcards by Alex Millar, updated more than 1 year ago
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Created by Alex Millar
over 7 years ago
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| Question | Answer |
| What does the nationwide case study demonstrate? | How improving their complaints handling processes improved service recovery |
| What is nationwide & how popular were they | They're a UK based mutual bank & mortgage provider 700 branches, 80 products Over 10 million customers and over 14 million employees |
| In 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) |
| What 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 |
| What 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) |
| What 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 |
| How did nationwide try capture more feedback? | - Your view counts posters - Suggestions leaflets - Monthly perception questionnaire - Physical & virtual TalkBack events |
| Nationwide 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 |
| The 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 |
| What 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' |
| Provide example improvements that have been made | Cheque clearance time reduced Instant online transfers Abolished tiered mortgage New childrens account Sun visor on ATMS (observation of elderly husband shielding sun for wife) |
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