We are committed to continually improving the experience delivered to our customers and see complaints as an opportunity to improve our understanding of what our customers want, helping us make things better for the future. We use information on the reasons and causes of complaints to help us understand areas we can improve in, making changes to our service offering when we see that we are not delivering on our customers’ expectations.
Based on our review of complaints information over the last year we have identified three key areas our customers are asking us to change:
- Being better equipped to provide a rapid response to them when things go wrong;
- Responding to their enquiries quicker; and
- Ensuring that when we need something from them it really is needed and we very clearly communicate what it is we need.
We are taking steps to improve our service in all of these areas and are already seeing some significant reductions in the level of complaints we receive from customers with approximately 10% fewer customers complaining about our service in June this year than at the beginning of the year. We will continue to listen to our customers to develop our service on an on-going basis.
In the event that our customers do have to complain, in 2013 we have continued to focus on improving the customer’s journey throughout their complaint experience. Handling a complaint is an opportunity to interact personally with our customers, so wherever possible we look to contact them to turn dissatisfaction into satisfaction in one phone call. If we are unable to resolve the issue by telephone we believe it is important to take ownership and keep our customer fully informed of progress whilst we rectify what has gone wrong. When we do communicate our findings to the customer, whether we have found in their favour or not, we aim to do so in a way which is sensitive to their individual needs. This approach ensures that, as far as is possible, our customers have a positive experience of the complaint journey, not only putting right what has gone wrong, but also rebuilding trust and relationships.
We are committed to continuing to learn about what matters to our customers. Your feedback is important and can be given at any time by e-mailing our Customer Director, Susan.McInnes@thephoenixgroup.com.
View our complaint handling results for the period 1 January to 30 June 2013
View our complaint handling results for the period 1 July to 31 December 2012
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