ANNUAL REPORT 2015

CUSTOMER CENTRICITY


Customers are the focus of everything we do. In 2015, we set out to deliver world-class service and innovation across all services and products. With a customer satisfaction score of 92% we exceeded this goal.

Thanks to our people, their professionalism and tireless dedication, we provided near-100% service availability and processed record transaction volumes. We are very proud of these achievements and will continue to build on them in 2016.

Throughout 2015, VocaLink has continued to invest heavily in customer service and support. We built a deeper understanding of our customers, which empowers us to help them more. During 2016, we will ensure that the Customer Services Team champions the ‘voice of the customer’ within VocaLink. Through our daily exchanges with customers, we have been able to forge constructive relationships. We are passionate about maintaining these connections and will strive to be approachable, straightforward experts within the fast-paced and technically complex world of payments.

We have built a successful relationship with the Institute of Customer Service (ICS). Our membership of the ICS provides us with a framework to deliver world-class customer service standards and a benchmark to measure improvement. It is important to us that our approach to customer service is externally validated: this allows us to benchmark our standards against other organisations. The endorsement of the ICS also adds a level of prestige to the service we deliver.

The ICS constantly monitors a wide range of organisations which extend beyond financial services. Their findings suggest VocaLink has become a B2B role model within the industry and beyond. We are delighted with this feedback, which is a great endorsement of our people, but we are determined to raise our standards even higher.

One notable customer initiative during 2015 was to seek continual customer feedback on our service quality. All customers have a monthly ‘temperature check’ assessing their current satisfaction level and we offer regular service reviews with every customer. As a result, customers report that they feel more empowered to share their challenges and thinking, and can raise issues directly – we benefit from a steady stream of suggestions for service improvements. 

SHORT LISTED FOR THE STRATEGIC CUSTOMER LEADERSHIP AWARD (2015 AND 2016)

A customer centric approach to product development enables us to innovate and add to our family of resilience products, such as extending the Active-Active processing approach already used on the Faster Payments switch to LINK, our ATM Stand-In Processing service and the PayPort managed service.

DAVID YATES

CEO, VOCALINK

This year we launched CONNECT, an award-winning online portal that shares news, views and opinions on industry topics and themes. As well as encouraging customer engagement, CONNECT encourages customers to collaborate where there is mutual interest. In October, VocaLink beat off stiff competition to win the ‘Marketing Campaign of the Year’ for CONNECT at the Payments Awards 2015.

2016 will be an important year for PayPort, our new managed service. PayPort takes us into exciting new territory by offering payments access to a new range of financial institutions and payment service providers. We look forward to welcoming these new customers and will provide them with the same level of customer care as existing VocaLink customers.

As our international focus builds we will take our current best practice into new countries and cultures. We will continue to champion our customers’ voices within our business, putting their needs at the centre of everything that we do. Our first step will be the launch of our Customer Charter in early 2016, which explains exactly what flawless customer service looks like at VocaLink. Our Customer Charter defines the standard that our customers can expect when they engage with VocaLink and holds us accountable for ensuring a great customer experience.

SHORTLISTED FOR THE BEST APPROACH TO CUSTOMER FEEDBACK

92%

overall Customer Satisfaction with VocaLink

58

Net Promoter Score for VocaLink (2015)

96%

Customer Satisfaction for our Customer Services Management team (2015)

94%

Customer Satisfaction for our Account Management teams (2015)

97%

Customer Satisfaction for our Service Desk team (2015)

4

Service Desk Institute 4 years at 4 Star Rating

6b

more than 6 billion Bacs transactions processed in the year

15m

new Faster Payment settlement cycle of over 15 million transactions

103m

new daily processing record, exceeding 103 million Bacs transactions

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