Case Study: Capita boosts customer satisfaction to 90% and increases NPS by 40 points with Verint Systems' Work Manager

Capita Increases Customer Satisfaction from <70% to 90% and overall NPS by 40 points with Verint

Capita, a consulting, digital-services and software business with more than 63,000 employees, is the preferred partner to a leading UK life and pensions provider serving 1.6 million customers across four sites. The company faced fragmented back‑office operations—over 2,600 processes with limited visibility and forecasting—which left end‑to‑end fulfilment averaging 35 days (and sometimes up to 100), drove customer satisfaction below 70% and produced a negative NPS.

By standardising on Verint Work Manager as the foundation of a three‑stage service modernisation, Capita gained real‑time visibility, desktop analytics, automated verification and cross‑site work management to balance demand and supply. The transformation cut average processing times from >35 days to 3 days, achieved 80% first‑point resolution (targeting 90%), lifted overall NPS by 40 points, reduced complaints by 40%, cut staff attrition by 70%, consolidated ~2,663 workflows to 250, and dramatically improved satisfaction and bereavement‑claims NPS.

Capita