Bradford & Bingley

Bradford & Bingley drives continuous improvement with CDC Respond.

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Customer Snapshot

Challenges

  • Mitigate regulatory risk
  • Strengthen customer relationships
  • Enable an holistic enterprise view of complaint and feedback issues
  • Improve transparency and standardize on best practice complaint management
  • Gain insights into the customer experience
  • Ensure scalability

Results

  • Provides transparency, mitigates regulatory risk and standardizes 'best practice' complaints and feedback management policies and processes
  • Efficiency in the work streams has increased by 13%, resulting in a budgetary cost saving of £100,000
  • Significant cost savings and a reduction in complaints, the unit cost to serve has dropped by 22% and complaint levels have dropped by 47%
  • 100% increase in business demand for reporting around products and processes to inform change