Improving customer experience

We invest in our people so they can be the best they can be for our customers, delivering excellent service and providing extra support when it’s needed. This is reflected in our customer satisfaction score of 93% for 2024.*

Our friendly UK-based customer service teams aim to create a positive customer experience by giving our customers the best service, every time.

How we've been improving customer experience lately

• Introduced new wording to use in all customer service conversations, to help ensure we identify vulnerable customers and can provide the right experience and outcomes for them.
• Rolled out Speech Analytics across our customer operations. This allows us to assess the quality and effectiveness of our conversations with customers, and use what we learn to improve customer experience through better colleague coaching, feedback and training.
• Focused heavily on improving customer access to our online portal, and driving digital adoption, by ensuring that our online journeys are simple and easy to use.

We’ve won awards for our customer service!

Colleagues from our Customer Operations team were shortlisted as finalists in the UK National Contact Centre Awards 2024.

We’re delighted that our colleague, Dan, went on to become the Silver Medallist in the Service Manager of the Year award!

Here’s what Dan had to say:

“It was an absolute privilege to be nominated for the Service Team Manager of the year award by the Senior Leadership Team, and to end up winning an award on the night was even better.

“It was a proud moment for me to be able to represent OneFamily at the UK National Contact Centre Awards and to be able to highlight the great service we all deliver for our members.”

 

*Source: Bright survey, 2024.