Providing Voice of the Customer surveys and complaints handling solutions

Customer Solutions

Customer Solutions

Customer Experience

Customer Experience

We deliver enterprise-level, multi-channel customer feedback solution for some of the UK’s leading brands operating in highly regulated markets. Through our ServiceTick business we capture customer feedback at the actual point of experience and provide real time reporting, insight and action.

Our proposition gives you everything you need to create, deliver and analyse your Voice of the Customer programme. Whether you’re measuring NPS, Effort or CSAT, our surveys will help you truly understand your customer’s experience and identify where and how you can deepen the relationship through voice & digital surveys, analytics and consulting.

Complaints Handling

Complaints Handling

We provide complaints handling operations to organisations in highly regulated markets, including insurance, financial services, utilities, communications, and to regulatory bodies, including national ombudsmen.

Through our Cynergie business we deliver a range of solutions including fully outsourced, delivered from client sites, and via innovative work-from-home models.

Our clients trust us to manage both business-as-usual operations as well as undertaking project work to shift backlogs and solve specific and legacy complaint problems.

Our capability covers the full breadth of complaints handled via written and digital media or verbal mediated settlements. Our proven training capability enables rapid on-boarding of resource onto client specific work, deployed on or off-site.

Compliance & Regulatory Services

Compliance & Regulatory Services

Our Cynergie business delivers compliance & regulatory consulting solutions to organisations in highly regulated markets, including insurance, financial services, utilities, communications, and to regulatory bodies.

We provide qualified and experienced resourcing for compliance review work and product specific case reviews. Our recent projects have included the following:

  • Pensions
  • Insurance products
  • Mortgage endowments
  • Investments
  • Payment protection insurance
  • Financial Services Compensation Scheme
  • Packaged Products e.g. Packaged Bank Accounts
  • Individual Adviser reviews

We provide project and temporary resource either on an individual basis or as a managed team. Our training expertise enables rapid mobilisation, and client specific focus for review work.

Case Studies

Case Studies

Customer Solutions Team

Customer Solutions Team