Consumer finance company using CrowdFeedback to leverage customer feedback for product development.
London, Wednesday 20 February 2018 – Limitless, the UK-based inventor and provider of a SaaS platform offering AI and crowdsourced customer service solutions, today announced that they’ve successfully concluded the first phase of a Voice of Customer (VoC) programme with leading consumer finance provider, NewDay. The VoC programme uses Limitless’ CrowdFeedback solution to capture critical customer feedback which drives key product improvement.
NewDay, a financial services company serving over 5 million customers across the UK, invites its customers to enrol on the Limitless app. Customers are tasked with conducting tests on a range of online products and provide feedback, in exchange for cash rewards. All feedback is channelled to NewDay’s Customer Support and Product teams to accelerate service improvements and 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 says, “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 the 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”, concludes Francesca.
Megan Neale, COO at Limitless says, “We’re delighted to have partnered with NewDay to bring this VoC programme to fruition. The success of this project is a testimony to the wide-ranging use case scenarios of crowd sourcing. We truly believe that the skills and passion of your customers can be brought to bear upon any area of any business – from on-demand customer support, to product feedback to pre-sales support.”
“By allowing customers to play a key role in shaping its product portfolio, NewDay is already way ahead of the game. This programme will ensure NewDay is always delivering services aligned to customer needs while staying ahead of the market competition”, concludes Megan.
With the success of the VoC programme covering its Aqua and Amazon Mastercard customers, NewDay is looking at expanding the partnership to cover other key products and service areas.