"Improving user satisfaction and digital channel experience are central to our goals and we are confident that our partnership with Code will support us in realising these ambitions."
Code will be helping the not-for-profit organisation to kick start its digital transformational journey, beginning with defining a new strategy and digital experience, which has the customer at its core.
By investing further in its digital capabilities, Ombudsman Services is looking to take a greater share of the UK market.
The partnership with digital agency Code is part of the organisation’s transformation programme.
Sarah Barrett who was appointed earlier this year as Chief Relationships Officer said:
“Audiences’ behaviours are changing fast; customers are becoming inherently digital and this is continuing to accelerate. Responding to market and customer needs by providing intuitive solutions through digitisation is a key priority for us.
“Improving user satisfaction and digital channel experience are central to our goals and we are confident that our partnership with Code will support us in realising these ambitions.”
The organisation’s website currently receives around 200,000 enquiries (complaint applications) per year, and offers a variety of content and services – from making a complaint through to offering news and advice. In addition, Ombudsman Services proactively lobby for best practice and help to shape policy and are committed to ending consumer detriment.