lloyds-banking-group

Lloyds Banking Group have saved over Quarter of a Million pounds in just nine months following the introduction of their Maru/edr Voice of the Customer programme demonstrating measurable ROI and earning both a UK Financial Services Customer Experience and UK Customer Experience Award at the same time

Background

The motor finance division at Lloyds Banking Group deals with customers across seven different brands and up to fourteen customer touchpoints and wanted a Voice of the Customer programme that would allow them to act customer first.

They wanted to understand the Lloyds Banking Group experience from a customer’s perspective. They needed a programme that would provide a multi-brand, multi-touchpoint view where results are shared with the right people at the right time and in the right format – not just with a senior few.

Results

Acting customer first through a number of work streams created to improve the experience for customers

Significant cost-saving in customer resolution

Instant identification and recovery of dissatisfied customers through complaint management process

Need a cost-saving Voice of the Customer program for your business?

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