Case Study: Which? Mortgage Advisers boosts NPS and customer experience with Sabio Bright Navigator

Evidence Enables Nps to Exceed Target Month on Month With Csat in The Fabric of the Contact Centre

Which? Mortgage Advisers, part of the consumer advocacy group Which?, faced the challenge of gaining deeper insights from its customer feedback to uphold its brand promise of exceptional service. Its existing surveying methods were time-consuming and failed to provide actionable data, leaving a gap in understanding the customer experience across its three-stage mortgage advisory journey. To address this, the organisation partnered with vendor Sabio and implemented its Bright Navigator customer feedback and analysis solution.

Sabio’s Bright Navigator automated the feedback process, providing in-depth analysis of customer verbatims and trends. This empowered Which? Mortgage Advisers to make targeted, incremental improvements, such as refining handover procedures between teams. The results were significant: the overall Net Promoter Score (NPS) consistently exceeded its target by 6-8 points, with a 19-point increase in the initial call stage and a 19-point increase in the complex completion stage. Response rates to surveys also improved from 12% to 16%.

Which? Mortgage Advisers

Emma Wescott

Customer Experience Manager