28 August 2015

Blog - How we use complaints to make service better for you

You may be wondering why I'm writing about complaints. After all, aren't they supposed to be a bad thing?

In an ideal world, there'd be no complaints. But despite our best efforts, things don't always go as planned.  So it's how we deal  with a complaint that's important; we're given a chance to make things right, learn from mistakes and ultimately improve service for you.

So how are we getting along?

I'll start with a few numbers (please bear with me!).

In the first six months of this year, we received 12,763 reportable complaints (of which 12,020 related to banking and credit cards). To put that into perspective, that's 1.5 complaints per 1,000 bank accounts. In fact, if we exclude complaints about legacy products such as packaged accounts sold before TSB re-launched, our total complaints are 0.9 per 1,000 bank accounts. 

We'll try to get these numbers down, but the good news is that we're already heading in the right direction with complaints down six per cent compared to the year before.

And according to market research company GfK, we're the "least complained about bank" in the UK. I'm proud of the improvements, but the work doesn't stop there.

How we're improving service for you

We learn something from every complaint we receive, which helps us improve our service. Here are some examples:

  1. We're more pro-active with Tweeting service tips about issues that commonly cause complaints.
  2. We've made it easier for you to contact us. Our " contact us " form is more visible and now offers the option to let us know a time for a return phone call - making things more convenient for you.
  3. We've introduced new Customer Experience Training which 6500 of our Partners are going through to ensure you get the service you deserve, particularly when something doesn't go the way you expect.

But not everything is visible and there have also been a lot of changes to our behind-the-scenes processes.

For example, we now have a team whose job is to solely identify complaints trends and then work with the relevant areas in the bank to make changes, no matter how big or small.

This year alone, we've made 44 process improvements as a direct result of the valuable feedback  provided by you, our customers, we really appreciate the time you've taken to help us improve.

Let us know how else we can improve

We can't underestimate the importance of the relationships and interactions we have with you, our customers. Whether you prefer to talk in-branch, face-to-face, by phone, online using our " contact us " form, on Twitter (@TSB) or Facebook , please let us know what other suggestions you have.

Hopefully this gives you some insight into how we're always looking to improve service for you. We're committed to being transparent about our service levels, so we'll keep working on improvements and I'll keep you updated on our progress.

Helen Rose

Helen Rose - Chief Operating Officer

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