Developing a mortgage retention model for BarclaysBy Mark Long
Barclays wanted to deliver a consistent, customer led-experience that begins the task of mortgage retention from day one.
BVA BDRC using its Tracktion methodology undertook an on-going evaluation of the customer experience for Barclays through 10 week panels of consumers and intermediaries with 1 interview per week. Panellists took part from application to completion.
The extended period of study subsequently revealed key ‘hotspots’ – periods where customers felt disengaged due to perceived inactivity. Barclays used this information to develop measures to improve outbound customer communication through a more proactive approach. Now, Barclays is able to maintain higher levels of customer confidence and brand warmth during these periods.