Optimising how customers complain

How do you transform a customer complaints call centre?


reduction in cost per complaint

The depth, rigour, and knowledge of the current as-is process was very impressive. There is real learning for me and my team to be explored in Nile’s approach and methods that offer significant value.
Head of Customer Centred Design

The need

The time and effort required to resolve customer complaints at NS&I was too high. This led to dwindling customer and colleague satisfaction, wasted internal resources and poor service levels.

What we did

Partnering with Atos, we systematically reviewed the complaints process, redesigned it and launched a live test and learn pilot. A 6-week design sprint was used to map the current experience and understand the context, systems and processes. A new service blueprint was drafted, which could exist within the current system infrastructure and regulations. This was validated with staff and customers, prior to running a live trial within the business.

The outcome

We achieved full executive buy-in from the six week sprint. As a result of the pilot, the operating model changed to empower staff to resolve complaints at the first point of contact. 

This change alone saved NS&I time and money, whilst increasing colleague motivation and customer satisfaction. The complaints process was transformed and the cost per complaint reduced from £72.20 to £1.04.

Other times we’ve made a difference

Bringing bereavement into the 21st Century

We unpicked the entire UK bereavement process to identity the painpoints and problems worth solving. Co-designing solutions with highly specialised legal professionals we prototyped Exizent’s first digital product.

Transformational customer service

Helping one of the UK’s largest commercial banks to transform their service model across all channels, designed with their customers at the core.