This change is required so that we can minimise the effort required by the customer when they are looking to raise a complaint. As business we want to make the complaint button easily available so our customers do not need to spend time searching for it. As per the Customer Journey tracking and CSI - our customers tell us that ease of complaining online is a sticking point for them so we want to make it as easy as possible for customers to get help when they need it.
This service was trialled the latter part of 2020 into the early part of 2021 and generally concluded that there was no overall adverse impact to the business. This trial was only delivered to 20% of the customer base, this time we would like to deliver it to 30% with a view to increasing by 20% every two weeks depending on data/impact.
03/08 - Working through test idea to add a button to Complaints Code of Practice page, as we have data to support 40-50% of customers landing there that click 'complaints' in the .com footer. Hypothesis is that by making the route to actually make a complaint more prominent, this will make it easier for customers and there will be more click throughs
22/07 - Meeting held to discuss request today, data needed to help formulate ideas and options to address the problem of customers having minimal steps to take to complain online. Aiming for insight to be completed by 06/08