Skip to main content

Our approach and progress

2010 goals Status 2010 achievements
Customer Charter: Embed the Customer Charter throughout our Consumer Banking business and improve our performance in the charter’s three focus areas: customer service, solutions and relationship Ongoing Rolled out our Customer Charter across Consumer Banking. Held town halls in all our markets and trained several hundred “activists”, who went on to conduct Customer Charter workshops attended by around 39,000 Consumer Banking employees (representing 99 per cent of all Consumer Banking staff)
Consumer Banking complaints handling: Resolve more complaints in fewer than 48 hours, reduce the number of inappropriate sales complaints and improve overall satisfaction with our complaint resolution process Completed Improved by 14 per cent the number of complaints resolved within 48 hours. Reduced complaints on inappropriate sales and improved satisfaction with complaint resolution
NPS*: Improve our Net Promoter Score (NPS) by 15 per cent across our key markets. Make NPS a key deliverable for every Consumer Banking employee Completed Increased NPS by 56 per cent across our key markets. (Consumer Banking NPS is now at 39, which is our best ever score and also the highest among all international banks covered.) Made NPS an integral component in our employee balanced scorecards
Customer documentation: Complete standardisation of customer documentation and account opening processes for the remainder of our global product suite Ongoing Made good progress on rewriting customer documentation – focusing on core products, such as savings and current accounts, credit cards, personal loans and mortgages – in our larger customer markets. Have enhanced around 90 separate pieces of customer documentation so far
Responding to regulatory change: Continue to work with regulators in monitoring the impact of new regulation as it comes into force in our markets. Ensure safeguards are in place to protect consumers from inappropriate sales practices Ongoing Continued to engage with our regulators on ongoing matters, including our customer-focused initiatives

2011 priorities:

  • Customer Charter: continue to embed the Customer Charter throughout Consumer Banking and arrange for all existing and new employees to complete new Customer Charter eLearning, incorporating the fair treatment of customers
  • Consumer Banking and arrange for all existing and new employees to complete new Customer Charter eLearning, incorporating the fair treatment of customers satisfaction
  • Consumer Banking complaints handling: roll out an improved operating model for complaints handling to improve consistency and enhance customer satisfaction
  • Customer documentation: continue to focus on improving our customer-facing product documentation and the quality of our customer correspondence
  • NPS*: continue to build on our strong NPS momentum in 2010, targeting further improvement in NPS across our key markets
  • Responding to regulatory change: continue to work with regulators and monitor the impact of new regulation as it comes into force in our markets. Ensure that safeguards are in place to protect consumers against inappropriate sales practices
*
‘Net Promoter Score’ and ‘NPS’ are trademarks of Satmetrix Systems Inc., Bain & Company, and Fred Reicheld
Annual Report and Accounts 2010