In 2022, we changed the outdated Feedback Loop (FBL) process and the complaints management system. We introduced a new and leading complaints process to instantly address errors and customer concerns across all lines of business. We partnered with the Vodafone UK central team to transform the process, systems, and tools and the HR-ER, Operations and CXX teams to reform consequence matrix management. We deployed multiple agile projects to eliminate our people errors, leading to reduced complaints and a better customer experience model.

We developed a comprehensive complaints program dashboard on PowerBI. This tool provided a single view of all complaints, eliminated manual processes, and provided real-time information to enhance decision-making and the ability to analyse the complaint data.