Case Study: Co-operative Financial Services achieves 70% rise in customer satisfaction and improved contact centre performance with Verint Systems Impact 360

Co-operative Financial Services - Customer Case Study

Co-operative Financial Services (CFS) is a major UK financial group (Co-operative Insurance Society, The Co-operative Bank and Smile) with a co‑operative vision to serve millions of customers while preserving personalised service. Historically CFS relied on face‑to‑face advisers, resulting in slow, inconsistent customer communications; rising competition, costs and static satisfaction levels forced a cultural and operational shift toward faster, measurable contact‑centre delivery without losing one‑to‑one relationships.

CFS launched the “Dancing with Customers” initiative and deployed Verint Impact 360 quality monitoring (synchronised voice/screen recording, evaluation and “Dance Card” scorecards within the FRED framework) to align coaching, scoring and service behaviours. The solution rolled out quickly across multiple sites and 2,200+ advisers, lifting customer satisfaction to about 70%, boosting loyalty and adviser performance, delivering cost efficiencies and uncovering new product and business opportunities.

Co-operative Financial Services

Ann Marie Stagg

Head Of Insurance Services