Case Study: West Bromwich Building Society achieves real-time customer feedback and recovery with Rant & Rave

West Bromwich Building Society - Customer Case Study

West Bromwich Building Society, which handles up to 1,000 calls a day in its busy contact centre, wanted a better way to capture authentic customer insight than its outdated mystery shopper approach. It turned to Rant & Rave and its fast feedback solution to gather real-time feedback, improve service recovery, and motivate staff.

Rant & Rave implemented a phone-based feedback line and real-time dashboard that captured ratings and comments from around 15%–20% of callers, with alerts for negative feedback so issues could be resolved quickly. The result was a consistent 4.8 out of 5 satisfaction score, faster response to unhappy customers, and stronger employee engagement through visible feedback and team competitions.

West Bromwich Building Society

Nigel Owens

Head of Contact Centre