Case Study: Top UK Bank improves customer experience with Genpact

Developing practicable programs to help this bank stay in front

Genpact worked with Top UK Bank, a full-service retail and commercial bank focused on Scotland and Northern England, to improve customer experience. The bank had plenty of customer feedback from surveys, forums, and events, but poor survey quality, limited data integration, and manual reporting made it difficult to turn that information into action.

Genpact restructured the customer experience program, built an automated toolkit for complaint analysis, and created an integrated dashboard to consolidate insights from multiple sources. The solution delivered 100% first-pass data accuracy, cut analysis cycle time by 70%, and improved customer-satisfaction metrics while lowering complaint volume.