Key results
- Customers were given the ability to reflect on what mattered most to them.
- The bank now has more robust and scalable means to monitor, report, and improve its overall customer experience.
- By highlighting exceptional feedback, the bank has encouraged an increase in employee commitment to service
Background
Shawbrook is a specialist UK savings and lending bank founded in 2011. Intended to serve the needs of SMEs and individuals, the bank challenges the conventional approach of mainstream banking through its thoughtful and good-sense approach to the way it does business. Its emphasis has always been about providing a strong, rounded customer value proposition operationally.
How we helped
Davies created a programme to allow Shawbrook to listen to its customers through end of call surveys. As these were customer-led, opt-in surveys, it removed the potential for any agent bias. And through careful question creation, combining both quantitative and qualitative positions, Davies and Shawbrook were able to present customers with the ability to reflect on what mattered most to them. And allow Shawbrook to understand not only what the customer felt at the end of the call, but also why they felt that way.
The beauty of the Davies solution is that it provided instantaneous feedback from the customer, so the Shawbrook team gained the power to react and follow up immediately, where required. Fostering brand ambassadors, and enabling rapid customer recovery.
Results
Through the Davies programme, Shawbrook has not only transformed its customer experience, achieving, but also enhanced other initiatives. With the provision of regular and robust insights, the bank is able to continuously assess and improve its day-to-day service offering. It can now easily identify where training would be beneficial, or where additional team members may be advantageous. The real time assessment of performance means that any issues can be acted upon quickly and effectively, rather than being left to drag.
Shawbrook is also using the data provided by Davies as a team motivational tool. By highlighting exceptional feedback, the bank has encouraged an increase in employee commitment to service. The ability to identify customer journey sticking points – and how service agents can help to overcome them – has seen an upturn in the overall performance.
As well as seeing what customers are saying, Davies is able to benchmark the scores for major metrics like Net Promoter Score (NPS) and ease against other clients with similar surveys in place. This confirmed Shawbrook’s assumption that their service was highly rated by their customers as they compared extremely favourably against organisations across the Financial Services industry.