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09 April 2009 | News
Thank you for
your feedback – “You said, we
did”
It’s pleasing to see a 5% increase this
quarter in the number of intermediaries recommending us because of
their recent mortgage experience with us.
What you said:
- Our business development managers add value.
- We have competitive products.
- We need to empathise more with you and show greater interest in
your business needs.
- We have to make it easier for you to contact us and we must
return your calls more promptly.
- We need to respond quicker to causes of dissatisfaction.
What we will do/have
done:
- We’ve received assurances from the business areas that you have
asked us to improve that they are fully committed to giving you the
experience you want.
- We’re providing this dedicated communication page on our
intermediary website called “You said, we
did”.
- Ask Claire – our new online virtual
assistant is always learning so that we can give you better, faster
help when you need it.
- We’ve created a new service updates
area on the website which we update regularly to tell you our
turnaround times, including days-to-offer updates from the previous
week and our daily underwriters’ service level.
- We’re improving our BDM locator.
- Case updates by email for C&G Caseflow users are coming
soon.
- We’ll soon be giving faster case decisions on C&G Caseflow
– and fewer of your cases will need further underwriting if the
case was approved at the outset.
Thank you again for your continued support in
completing our quarterly surveys. We’re dedicated to building a
deep, lasting relationship with you. One that will distinguish us
as the best.
Jon Farley
Intermediary Sales Director
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