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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