The impact of business migration on Platform's customer experience31/10/2014 By Mark Long
Platform, who had moved their mortgage processing operation from London to Leek in Staffordshire, approached BVA BDRC looking to measure the impact of this migration on their teams. Platform wanted to assess the impact of their extensive training programmes with the new mortgage processing teams and evaluate their performance.
We recommended and implemented Tracktion which provided a detailed view of customer satisfaction, in this case mortgage intermediaries rather than consumers, at each stage of the application process. We also investigated the effectiveness of Platform’s new training programmes.
The findings have enabled Platform to understand precisely which stages of the application process to focus on when planning improvements, as well as to better allocate budget and tailor staff training. Furthermore, new initiatives have been planned for Platform’s online systems to improve their customers’ experience with the company.