The Spotlight Report. Q1, 2014 total reportable complaints data with a spotlight on the customer service journey

Transcription

1 The Spotlight Report Q1, 2014 total reportable complaints data with a spotlight on the customer service journey

2 2 Spotlight Report

3 Introduction We re working hard to reduce complaints by finding and fixing their root causes. Over the past quarter total complaints have fallen, but we ve also seen a modest rise in banking complaints. These quarterly figures should be seen in the context of the long term progress we ve made over the last three years, with 300,000 fewer banking complaints. In past Spotlight Reports we ve detailed some of the improvements being made to specific processes and services, and we are continuing to see reductions in complaints as a result of these changes. But there is another, equally important task we re undertaking, which is to bring down complaints: improving the service journey for each and every customer. That is the focus of this quarter s Spotlight Report. We re investing in technology to put customers at the heart of our business and working to ensure everyone has a consistent experience wherever and however they interact with us. The initiatives on the following pages have been chosen because to me, they exemplify the type of company we want to become. We have not always got things right, so part of our task is correcting past wrongs. The PPI mis-selling scandal is something we re still putting right for affected customers, and we ve made the process simpler and more transparent with a new online claims submission and tracking portal an industry first. Doing what s best for our customers is paramount; our staff are central to making this happen and the key to making lasting change in the way Barclays operates. One initiative we ve introduced to support this, is See It, Own It, Fix It which works to improve processes that weren t as smooth for our customers as we would like by helping them take ideas for process and service improvement and make them a reality for customers. This sits alongside changes to how we incentivise and reward colleagues to focus on service, not sales. Finally, while there is no doubt that the future of banking is digital, we also have a responsibility to our customers to ensure the service they receive is consistently high no matter how they choose to bank with us. The journey towards the digital future of banking is one that we want our customers to share with our colleagues. That is why we re investing in digital skills for ourselves, our customers and anyone who wants help. There is still a way to go, but so long as we listen to and react to each and every customer suggestion and complaint, and concentrate on transforming the service journey through all aspects of how we do business, from our systems, processes, products and people, then we will hopefully show that customers are at the heart of our business. Matt Hammerstein Managing Director 3 Spotlight Report

4 Overview of complaints from Q1, 2014 This is a snapshot of the latest complaints data we have received for Q1, 2014, across the Barclays Group. This has been compared with Q1, Full information on all complaints received can be found on pages % that s a complaints to Decumulation, Life and Pensions in Q1, ,994 3 % that s a complaints to Investments in Q1, 2014 increase compared with Q1, , % that s a complaints to Home Finance in Q1, , % that s a reduction compared with Q1, 2013 increase compared with Q1, 2013 complaints to Banking in Q1, 2014 increase compared with Q1, , % that s a complaints to General Insurance and Pure Protection in Q1, 2014 reduction compared with Q1, % reduction in the total number of complaints to Barclays Group 145,549 vs 209,846 Q1, 2014 vs Q1, Spotlight Report

5 Improving the Service Journey We want every customer to have a positive experience of banking with Barclays. Investment in technology, making it easier for customers to have their needs met by colleagues and creating an amazing digital experience are all part of the solution. On the following pages, we highlight some of the key initiatives in this space. Summary of initiatives 1. Digital Eagles: We don t want any of our customers to be left behind in the digital revolution. As a result, we ve expanded our team of digital champions and introduced a Digital Driving Licence, created with City & Guilds, to help colleagues and customers gain confidence with technology. 2. Payment Protection Insurance (PPI): We know that PPI has been a huge issue for our customers, so we are working hard to improve things all the time. This includes streamlining the PPI claims process to make it as simple and transparent as possible. In December we launched the industry s first dedicated online platform to include a tracking service so customers can see the progress of their claims. 3. See It, Own It, Fix It: We are encouraging colleagues to speak up when something could have gone more smoothly, and have launched a new way for colleagues to personally own a customer complaint or issue, helping them to work with the relevant departments to fix underlying processes and improve the service journey for everyone. 5 Spotlight Report

6 Digital Inclusion The problem facing our customers The way we bank is changing. More and more people are choosing to manage their finances online or via mobile, but many of our customers are still uncomfortable with using these technologies. Over half (55%) of over-65s in the UK have never been online. That s 5.1 million people missing out on the savings available over the internet (roughly 61 a month), many of whom are worried about taking the first steps or simply don t have access. Similarly, people working in the bank don t all have the same level of technological know-how. This inconsistency can be frustrating for both customers, who are looking for a quick resolution to their problem, and colleagues, who are feeling left behind by the pace of change. What we have done to make things better We want everyone to have the same opportunity to benefit from digital innovations and to feel comfortable using new technologies. So we re developing a number of programmes to support and encourage people to embrace the digital age. So far we ve trained over 7,000 in-branch technology savvy colleagues, our Digital Eagles, to help novices understand how using the internet and mobile apps can enhance their daily lives, from staying in touch using Skype and Facebook to shopping online and managing their money. We ve reached the first milestone on this journey, but now we d like 15,000 staff members to join this drive in 2014 so that no one is left behind. In February 2014 we also launched the Barclays Digital Driving Licence, an online training tool designed to give people the skills, information and opportunities they need to help them on their digital journey. So far, 6,000 colleagues are already working toward this City & Guilds accreditation, and in May 2014 we are rolling out the scheme to our customers too. Now everyone will be able to complete online modules on topics such as debt management and staying safe online at home or in a branch. What we still have to do The digital landscape is constantly changing, so there are always new ways to help people keep up to date with technology. We know there is still some way to go before all our customers feel they are in tune with the rapid evolution of digital services, but we are determined as always to make sure no one is left behind. Friends of the Elderly: Ensuring that older people are not left behind as the digital revolution gathers pace is vitally important, particularly with the growing number who are lonely or isolated. The work Barclays has done with us through its Digital Eagles programme is most welcome and we look forward to seeing how this initiative is developed in the future. Jo Boyle, Fundraising and Marketing Director We d like 15,000 staff members to join this drive in Spotlight Report

7 Digital Eagles Case Study Liam Quinlan-Stamp and his fellow Digital Eagles in Eastbourne recently ran a Tea & Teach event to help the community get up to speed with the technological revolution. Liam Quinlan-Stamp Cashier One customer was having difficulty navigating her new ipad, a device she had bought to help her stave off the symptoms of a rare brain disease which causes memory lapses, black-outs or even severe trauma if she doesn t keep her brain stimulated. Liam was able to demonstrate the ease of using Siri for navigating the tablet s key functions, and help her download a brain training app to help exercise the various parts of her brain. These sessions are taking part in branches right across the country, and we re committed to reach every customer who feels they need a helping hand. 7 Spotlight Report

8 Payment Protection Insurance (PPI) The problem facing our customers The PPI claims process provided by banks has not been straightforward or transparent enough. This has unfortunately opened up the opportunity for claims management companies to intervene. The trade-off for customers with successful claims is that less of the actual compensation reaches their pockets. We don t think this is right, but appreciate that many customers felt they were left with no choice. That is why we initiated a project to build a better claims journey last year. What we have done to make things better In December 2013 we launched a new PPI claims website. This straightforward and transparent shop window allows people to make and track a claim online, and even receive status updates via text. It s a much smoother journey, and we re actively encouraging customers to log on if they think they may have been mis-sold PPI. We ve also listened closely to feedback from customers who have been through the claims process to understand where there is still room for improvement. We learned we weren t disclosing enough about the documentation we reviewed in each case. As part of our commitment to full transparency, we re now providing this information in the Final Response Letter, so customers can be reassured that no stone has been left unturned. What we still have to do The new PPI claims site has been a significant step forward in improving the service journey for customers. After just 3 months, 35% of PPI claims raised directly with Barclays are via the site and this rate is increasing quickly. The next step will be to improve the visibility of the platform, so that more customers benefit from it. 35% of PPI claims raised directly with Barclays are via the new claims website 8 Spotlight Report

9 See It, Own It, Fix It The problem facing our customers Customers often feel the colleagues they speak to are not able to make improvements to the underlying products and processes, and are unable to have any real influence on the issues that matter most to them. This disconnect highlights an important change we need to make in our culture, to effect a mindset change which can help colleagues make customers lives much easier. What we still have to do The programme is still only in its early stages, with over 1,800 members so far actively taking part, but we re clear about our ambitions. By the end of 2014 we aim to have had 500 Stewards come forward with their suggestions for making Barclays the Go-To bank. That s 500 ways our colleagues will make the bank a better place for customers. What we have done to make things better We want to put customer satisfaction at the centre of all of our operations, so we changed the way we incentivise and reward colleagues in late 2012 to make service, not sales, the focus of performance measurement. We ve looked for ways to reinforce this cultural shift, and found that we needed to introduce a clear channel for colleagues to resolve customer problems themselves, rather than having to refer to senior colleagues, which delay things. The result is See It, Own It, Fix It, an initiative which connects colleagues who ve identified issues with the people who can help fix them. By showcasing colleagues who successfully identify issues and change things for the better, we re reinforcing the message that we want everyone to speak up when they see a chance to improve the service journey. The initiative launched in February 2014, and already over 1,800 members are putting forward and implementing suggestions. Many are Barclays customers as well, so when they speak up for customers, it s often personal, making it all the more rewarding when they bring about change. 1,800 members are already taking part, improving processes for customers 9 Spotlight Report

10 See it, Own it, Fix it Case Study See It: Terry Davenport Assistant Branch Manager, Hanley, Staffordshire Last year one of our customers came to see Terry, having suffered the loss of a close relative. Although they had been provided probate services through Barclays, Terry was concerned that she did not know what she had agreed to and 18 months after her bereavement the matter had not been resolved, and the customer had received an unexpected bill. Terry knew there must have been more Barclays could do to make the customer s life much easier. Own It: Terry took it upon himself to take on the problem and resolve things. It was clear to him that if his customer had to go through this, so did every other. Fix It: By contacting the people who managed the bereavement process, Terry learned the contract was about to be renewed with the company providing the probate services. He was invited to take part in reviewing the scripts and processes used across all cases, and as a result, the entire process is now first and foremost in the interests of our customers, as all our work should be. I couldn t believe where we managed to get to in such a short space of time, from that one customer who came to see me 10 Spotlight Report

11 What s next? All these activities have been developed to improve the service journey for customers and to make their lives easier. There are more challenges ahead, and many more changes we are making to improve this service across the board. Current options include the addition of QR codes to be pre-printed on all customer letters, which would allow them to download the PINGIT app as an alternative to using cheque books. We are also hoping to capture signatures digitally in-branch, removing the need for wet signatures. Both of these are still in the development stage and we will announce these as soon as they are ready to launch. 11 Spotlight Report

12 Barclays Group Summary Period covered in this report: 1 January - 31 March 2014 Brands/trading names covered: Barclays Bank PLC, Barclays Sharedealing, Barclays Stockbrokers Limited, Clydesdale Financial Services Limited, Firstplus Financial Group PLC, Woolwich Plan Managers Limited, Standard Life Cash Savings & Mortgages, Standard Life Cash Savings, Standard Life Mortgages. complaints opened complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%) Banking 45,246 37, Home finance 2,949 1, General insurance and pure protection Decumulation, life and pensions 94, , Investments 1,994 1, Total 145, , Barclays Bank PLC Firm name: Barclays Bank PLC Period covered in this report: 1 January - 31 March 2014 (Barclays Sharedealing and Barclays Stockbrokers Limited migrated into the Barclays Bank PLC Legal Entity 01/02/2014) Group: Barclays Group Other firms included in this report (if any): Barclays Insurance Services Company Ltd and Solution Personal Finance Ltd Brands/trading names covered: Barclays Bank PLC, Barclays Retail Bank, Barclaycard, Barclays Wealth, Barclays Business Bank, Barclays Corporate Bank, Solution Personal Finance Ltd, Standard Life Cash Savings & Mortgages, Standard Life Cash Savings, Standard Life Mortgages, Barclays Stockbrokers Limited, Barclays Sharedealing. complaints opened complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%) Banking 43,904 36, Home finance 2,935 1, General insurance and pure protection Decumulation, life and pensions 93, , Investments 1,401 1, Total 142, , Spotlight Report

13 Barclays Stockbrokers Limited Firm name: Barclays Stockbrokers Limited Group: Barclays Group Other firms included in this report (if any): Brands/trading names covered: Barclays Stockbrokers Limited. complaints opened complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%) Banking Home finance General insurance and pure protection Decumulation, life and pensions Investments Total Clydesdale Financial Services Limited Firm name: Clydesdale Financial Services Limited Group: Barclays Group Other firms included in this report (if any): Brands/trading names covered: Clydesdale Financial Services Limited, Barclays Partner Finance. complaints opened complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%) Banking 1,131 1, Home finance General insurance and pure protection Decumulation, life and pensions Investments Total 1,169 1, Spotlight Report

14 Firstplus Financial Group PLC Firm name: Firstplus Financial Group PLC Group: Barclays Group Other firms included in this report (if any): Brands/trading names covered: Firstplus Financial Group PLC. complaints opened complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%) Banking Home finance General insurance and pure protection Decumulation, life and pensions 1, Investments Total 1,245 1, Woolwich Plan Managers Limited Firm name: Woolwich Plan Managers Limited Group: Barclays Group Other firms included in this report (if any): Barclays Wealth Funds Limited Brands/trading names covered: Woolwich Plan Managers Limited, Barclays Wealth Funds Limited. complaints opened complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%) Banking Home finance General insurance and pure protection Decumulation, life and pensions Investments Total Spotlight Report

15 For more information please contact: Ellie Renshaw Director Policy, Governance and Reporting Simon Hailes Director of Media Relations Retail and Business Banking Spotlight Report

16 Registered office: 1 Churchill Place, London E14 5HP. Registered in England. Registered No: Barclays Bank PLC. is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Barclays Bank PLC 2014.