Complaint Reduction

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Complaint Reduction

01 Dec, 2023

Complaints Management

Customer Experience

Automation

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Market

The UK

SERVICE LINE

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IMPLEMENTATION PERIOD

2023

KEYWORDS

Complaints Management System, Compliant Reduction, Customer Experience

SPIRIT BEHAVIOURS

Create the Future, Earn Customer Loyalty

In 2022, we changed the outdated Feedback Loop (FBL) process and the complaints management system. We introduced a new and leading complaints process to instantly address errors and customer concerns across all lines of business. We partnered with the Vodafone UK central team to transform the process, systems, and tools and the HR-ER, Operations and CXX teams to reform consequence matrix management. We deployed multiple agile projects to eliminate our people errors, leading to reduced complaints and a better customer experience model.

We developed a comprehensive complaints program dashboard on PowerBI. This tool provided a single view of all complaints, eliminated manual processes, and provided real-time information to enhance decision-making and the ability to analyse the complaint data.

Challenges and Solutions

Challenges

The manual nature of capturing complaints led to errors and inefficiencies, making it difficult to measure and monitor the overall impact of complaints on the organisation.
We aimed to reduce complaints and have an efficient reporting mechanism to help identify trends and complaint patterns across different lines of business.

Solutions

We introduced a new complaints process to replace FBL by developing a comprehensive complaint dashboard to track and manage complaints. We created internal Complaint PowerBI reports for better visibility and atomising and digitising the complaints processes to reduce manual errors and improve overall efficiency.
In May 2023, our complaint number was 438; by September, we reduced them to 45% to reach 233 complaints. This substantial reduction shows the effectiveness of our efforts in addressing and resolving customer concerns to ensure exceptional customer journeys.

Value and Impact

Transformed customer experience.

Enhanced operational efficiency.

Addressed and reduced errors in people's interactions.

Achieved fewer complaints.

Implemented an effective complaints management system.

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