Experian - Service Model & NPS Improvement - Bailey & Associates

Experian - Service Model & NPS Improvement

04 FEBRUARY 2020
Experian - Service Model & NPS Improvement
Ian Thomas

Experian is the world leader in consumer credit reporting and global information services. The company is headquartered in Dublin, Ireland, and serves more than a billion customers across the globe, offering credit evaluation services to both individual consumers and businesses.


  • To implement a new service model
  • Focus on end-to-end provision of service to improve NPS and customer satisfaction
  • Improve serviced ability, performance and reduce downtime

The Mission

On this project, our Associate’s role was to be responsible for the successful delivery and ongoing performance of a new service model, from initial review and redesign right through implementation and launch.

What our Associate did

Review and strategy

Beginning by reviewing and understanding Experian’s existing service model, our Associate then set out to understand what the goals and desired outcomes of the project should be. He then moved on to identify how the structure would work within the business and assessed which relevant stakeholders would be consulted to ensure understanding, agreement and collaboration across the business.

Drove engagement

One of Experian’s goal was to drive colleague engagement forward. So, our Associate ensured that all relevant and applicable colleagues responsible for delivering the service were involved in the process, planning and execution of the project, partly through the inclusion of a bespoke communication and engagement plan which incorporated those roles and areas not historically deemed ‘client facing’. A clear set of objectives was subsequently established for all areas of the business.


As communication was such a top priority for this project, our Associate worked hard to ensure regular communications were delivered both internally and externally. The creation of a single ecosystem where everyone had the same objectives ensured everyone across the business was working together and pulling in the same direction.

New design model

After reviewing the number of areas, processes and capabilities and assessing which system upgrades were required, our Associate designed a business model that would suit the unique needs of the organisation, based on a Service Integration and Management (SIAM) model. To implement this, the way teams and staff hierarchies were structured was adapted to better suit Experian’s needs. A new governance model was created, which our Associate designed to ensure accountability was clear and consciously provided at the appropriate points right across the organisation.

The results

One of the major results of the project was a positive change to the company culture across the board with regards to service. Huge reduction in downtime and problem investigations were noted, as was a massive and notable increase in colleague engagement scores and people surveys, which in turn led to an increase in NPS.


In order to deliver a comprehensive overview of our Associates experience and to detail the service that they can deliver, some of our case studies will contain work carried out by our Associates prior to joining Bailey & Associates. Please note that we are not able to publish every case study, so if you would like to ask about our experience in a specific sector or industry, please contact us directly.

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