Transforming customer complaints service

The need

The time and effort required by NS&I to resolve customer complaints was too high. Resulting in poor customer and colleague satisfaction, wasted internal resources and poor service levels.

We worked with Atos to review the process, redesign it and launch a live test and learn pilot within the business.

How we responded

We undertook a 6 week design sprint. Mapping the current experience, to understand the context, systems and processes. Alongside business SME’s we created a new service blueprint, which could exist within the current system infrastructure and regulations. We validated it with staff and customers, prior to running a live trial within the business.

The results

The cost per complaint was reduced from £72.20 to £1.04.

Full executive buy-in was achieved within six weeks.

The complaints process was transformed. As a result of the pilot, the operating model was changed to empower NS&I staff to resolve complaints at first point of contact. This change alone has saved NS&I time and money, whilst increasing colleague motivation and customer satisfaction.

Operational staff take part in a workshop with Nile
Open plan office space
Wireframe drawing on a flipchart
Filming contact center staff at work

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