UK Complaint Handling Awards winner NewDay is undergoing a new Voice of Customer (VoC) transformation with the help of crowdsourcing service providers Limitless.
The credit card firm, which was named Overall Winner in last year’s UK Complaint Handling Awards in London, is using Limitless’ soon to be launched Crowd Feedback solution to easily capture valuable customer feedback and drive key product improvement.
NewDay has over 5 million customers across the UK, and is inviting them to enrol on the Limitless app. Customers are tasked with conducting tests on a range of products and then provide feedback, in exchange for cash rewards. All feedback is channelled to NewDay’s customer support and product teams to accelerate service improvements and generate fresh ideas for new product development.
The VoC programme was launched with NewDay customers using Aqua and Amazon MasterCard credit cards. Both cohorts are providing vital feedback that is fuelling product and process changes.
Francesca Rea, Director of Customer Service and Service Delivery at NewDay, said: “Our company vision is to help people be better with credit. We put our customers at the heart of whatever we do, and the Ambassador programme is very much in the spirit of what we believe in. We’re delighted that this has opened new avenues for us to connect with and reward our most engaged customers.”
“As a business, we are focused on delivering innovative credit products; timely customer feedback is critical as it accelerates our speed to market and allows us to stay ahead of competition. We will continue to work with Limitless to explore new ways of capitalising on the knowledge, experience and brand passion of our customers to improve our service offerings for everyone.”