Case Study: The Co-operative Bank improves customer experience and mortgage lending with Capita

Giving customers a better experience by sharing goals, objectives and values

The Co-operative Bank partnered with Capita to improve the mortgage journey for customers and brokers, shifting a long-running outsourcing relationship toward a more customer-first model. Since 2015, Capita has provided mortgage services, and the bank’s challenge was to strengthen outcomes, responsiveness, and service quality while keeping pace with changing customer needs.

Capita implemented a cultural alignment programme, new outcome-based SLAs, improved governance and reporting, and continuous process improvement across a full end-to-end mortgage outsourcing service. The results included customer outcome quality scores of 95%+ and mortgage advice satisfaction of 95% to 100%, plus support for more than 27,000 payment deferrals during Covid-19 and a 5% increase in mortgage lending, helping over 11,000 customers buy a new home and more than 11,000 remortgage.

The Co-Operative Bank

Fred Sharp

Director of Mortgage Distribution