YORKSHIRE BUILDING SOCIETY
Award winning
Yorkshire Building Society recently enjoyed a triple success at the PEX Network Process Excellence Awards , held in Florida . The world ’ s most prestigious process excellence awards , YBS won two of the three categories entered , finishing runner up in the other . The recognition at PEX includes : Winner of Best Start Up Business Process Improvement Program ( Under 2 Years ) – Our Improvement Journey to Success Winner of Best Process Improvement Project Under 90 Days - Bereavement Process Review Runner up in Best Project Contributing to Customer Excellence - Improving Broker NPS for Mortgage Applications
The Group claimed also fared well at the Moneynet Personal Finance Awards 2017 . Yorkshire Building Society was named Best First Time Buyer Mortgage Provider and Best Offset Mortgage Provider , while Norwich and Peterborough Building Society ( N & P ) picked up the award for Best Fixed Rate Mortgage Provider for the third year running . of YBS lending . Introducing a system where individual underwriters take ownership of cases has proven key to speeding up the system .
This had led to a remarkable improvement in Net Promoter Score ( NPS ) ratings , with brokers ( and customers ) up and down the country benefitting from the newly streamlined process . Broker NPS has risen from -11 to 46 in the space of a year . Another important metric underlining these improvements comes from KPMG Nunwood and its Customer Experience Excellence Analysis , which ranks YBS 27th best in the UK across all industries examined .
Though much has undoubtedly been achieved , more is required . Head of IT Andy McCleod , already a key protagonist in White ’ s team , will have an important role to play . “ There are so many other things to focus on once you have your mortgage offer , and we are starting to ask whether we can intervene in other parts of the process ,” he says . “ The typical home buying process takes 120 days – what can we do to improve that ? Working with our brokers has been one way
138 May 2017