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Employee Engagement

Nunwood Excellence Centre highlights how Yorkshire Building Society recognises the impact of its customer-focussed approach in 2014 financials

Yorkshire Building Society might have just celebrated its 150th birthday, but it’s showing no signs of slowing down as it powers through its second century. In fact, it has just achieved a record gross and net mortgage lending, and a record core operating profit. Undoubtedly, one of the driving factors behind this success is the brand’s commitment to mutual values, which ensure the customers, people and communities are at the forefront of everything it does.

These values are a reflection of the fundamental aims laid out by the brand’s founding fathers, namely, to help people save for the future and buy their own home. And its recent success is due in no small part to the Society’s investment in its technology and digital capabilities, which help to deliver long-term value to its members.

This is something that Nunwood has been able to provide assistance with. In 2012, it worked with Yorkshire Building Society to launch the Customer Experience Tracker, which provided the brand with root cause analysis through the employment of deep dives and customer feedback verbatim. Over time, this has enabled both Nunwood and Yorkshire Building Society to evolve their thinking in terms of best practice research and customer experience measurement techniques.

The recent announcement of the record core operating profit is a true testament to the heights that can be reached when a brand takes a customer-focussed approach to its day-to-day practices.

Nunwood and Yorkshire Building Society are continuing their partnership with an expanded relationship, building on the joint development of a best practice Customer Voice programme, and applying our joint knowledge to a long term customer experience strategy. This will ensure that the customer stays at the forefront of thinking for years to come.

For more customer experience insight visit www.nunwood.com.

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