Customer journey reviews are an extremely valuable way for firms to explore how customers are being treated. Other assurance measures, such as quality assurance testing or second line reviews, can show where a process was not followed or a single step was inadequate. Journey reviews however allow a more holistic view of what went on and how the customer has been treated.
Our new thought piece for registered firms looks at how to make the most of customer journey reviews and their use when reviewing how the firm is treating bereaved customers. We focus on bereavement due to the importance of treating such customers with empathy, whilst also making a potentially very challenging time as straight forward a process as possible.
The full thought piece is available for registered firms here. A summary version is also available for non-registered firms to read here.
