Consumer Credit Provider Improves its Customer Experience

NICE have announced that NewDay will continue to rely on NICE software to power its voice of the customer program.

NewDay signed a three-year contract to leverage NICE Satmetrix NPX as the software at the core of its multi-faceted program to drive customer experience excellence.

NewDay, the leading consumer credit provider, selected NICE following a successful and sophisticated customer feedback program created using its NICE platform that resulted in successes such as increases in Net Promoter Score (NPS) of more than 12 points.

For this achievement, NICE recently presented NewDay with a Customer Experience Excellence award at Interactions EMEA held in June 2018 in the UK.

Francesca Rea, Director of Customer Services and Service Delivery, NewDay, said, “Customer service is a matter we take very seriously. In NICE, we have a partner that understands this need and is dedicated to helping us achieve it.”

“We have been able to leverage our NICE solution to collect a wide range of customer experience metrics and insights, and we are proud of our improvements in NPS and other scores.”

“We are excited to build on our successes, and trust that the NICE Satmetrix solution will fuel the expansion of our capabilities to collect, analyse and act on customer feedback.”

NewDay has taken a meticulous approach to expanding its collection and analysis of customer feedback, as well as embedding a focus on customer feedback in the organisation.

For example, it has expanded customer service channels and built listening posts to collect feedback on a range of customer touchpoints.

NewDay introduced a “Net Easy” measurement to track customer effort and began using NPS as part of associate KPIs and recognition programs.

As NewDay’s program continues to develop, NICE Satmetrix NPX will continue to play a key role in their planned improvements for customer insight collection and analysis.

In addition, NewDay created a Customer Issues Resolution program that combines verbatim feedback extracted from their NPS survey, indirect customer feedback collected during the complaints process, online customer feedback and employee input (Voice of People) to identify and prioritise resolution for crucial issues.

The NICE solution has also allowed NewDay to extend the benefit of feedback-based clarity to its co-brand partners who have used the insights to improve their own processes.

NewDay has also been improving services by mapping issues across a customer journey to identify any pain points experienced by customers and speedily address them.

John O’Hara, President, EMEA, NICE said, “We’re proud to be working with NewDay and to be their support for delivering superior service to their consumers.”

“In an experience-led marketplace such as we see today, our solutions are geared towards giving our customers the comprehensive insights needed to stay ahead of the game, and deliver unparalleled service that consumers anticipate throughout their journey.”