Tuesday, July 11, 2023

Introducing Viu - Customer Feedback Technology: Empowering Our Partnership for Success

Engaging with our clients is not just important; it's the key to unlocking valuable insights and delivering exceptional experiences. We understand the crucial role that customer feedback plays in early issue detection and continuous improvement. By embracing feedback, we have the power to enhance our services and continue to be the partner of choice for our clients.

Customer feedback provides us with invaluable insights into how our products and services align with client expectations. We are committed to continuously improving and enhancing our offerings to better cater to our clients' evolving needs. With Viu’s customer feedback technology, we are taking a giant leap forward in achieving this goal.

Traditionally, we have relied on surveys sent via email or text messages at the end of the claims journey. However, we having been looking for a solution which will enable us to gather genuine feedback – positive, negative, and everything in between. We want to actively seek feedback, attentively listen to client concerns, we are confident that this approach aligned with promptly responding to them will help foster a culture of trust and accountability, which, in turn, increases the likelihood of positive reviews, referrals, and long-term client loyalty.

To supercharge our feedback process, we have partnered with Viu Systems (viusystems.com), an innovative science-based technology company specialising in customer performance indicators and experience technology. This partnership opens up a whole new world of possibilities for both our organisations, including the following powerful metrics:

  • Net Promoter Score (NPS) – an industry-recognised predictor
  • Overall positive or negative experience
  • Analysed verbatim feedback in the clients' own words
  • Engagement score
  • Survey feedback on transparency, responsiveness, approach, and quality

By implementing Viu’s customer feedback technology, we not only align ourselves with the FCA consumer duty outcomes but also elevate our partnership to a whole new level. Here's how:

Demonstrating Commitment: The FCA consumer duty demands that we demonstrate our dedication to meeting the required outcomes. By actively seeking and gathering customer feedback, we provide compelling evidence of our unwavering commitment to understanding and fulfilling our clients' needs. This positions us as a trusted partner who consistently delivers fair outcomes, acting in the best interests of our clients.

Early Issue Detection: Customer feedback serves as a powerful early warning system for potential compliance issues. Our partnership with Viu enables us to create a direct channel for clients to voice their concerns or raise issues. This proactive approach allows us to swiftly detect and address compliance matters, protecting our clients from harm and exceeding the FCA's expectations.

Continuous Improvement: The FCA consumer duty places significant emphasis on continuous improvement. By actively listening to customer concerns, suggestions, and ideas through their feedback, we gain valuable insights into areas where enhancements can be made. This feedback-driven approach empowers us to continually refine our offerings, ensuring they align with our clients' evolving needs and preferences. By incorporating customer feedback into our decision-making processes, we demonstrate our commitment to improving customer outcomes as mandated by the FCA.

Trust and Accountability: Trust and accountability lie at the core of the FCA consumer duty. With our proactive feedback approach, we foster a culture of trust and accountability. By promptly responding to concerns and addressing issues, we demonstrate our dedication to putting our clients first. This builds strong client confidence in our services, strengthens long-term relationships, and positions us as the reliable partner of choice.

In summary, we are very excited by this new partnership with Viu and their customer feedback technology and how it can enable us to help all of us drive continuous improvement and deliver on our promise of ensuring fair outcomes for our mutual clients.

Compliance and Governance
Customer Service