Customer Snapshot: Barclays

Barclays keeps customers happy and loyal using a CDC Respond solution for complaint and feedback management

Barclays is a UK-based financial services group, with a large international presence in Europe, the U.S., Africa, and Asia. It is engaged primarily in banking, investment banking, and investment management. In terms of market capitalization, Barclays is one of the largest financial services companies in the world. It has been operating for more than 300 years with 27 million customers and 123,000 employees in over 50 countries.

Challenges

  • Build Customer-Centric Infrastructure
  • Build long-term customer relationships
  • Increase Customer Retention

Results

  • Gives customers immediate confirmation that their complaint has been recorded, as well as the name of the person investigating their complaint
  • Improves customer satisfaction through quick complaint resolution
  • Enables more than 26,000 staff members to access the company's complaints and feedback management tools