Redesigning the complaints system of a regional bank

Crédit Agricole Centre Loire x okoni

Redesigning the complaints system of a regional bank

The Crédit Agricole Centre Loire regional bank wanted to overhaul its complaints system with the aim of restoring trust with its customers and instilling a customer/complaints culture at all levels of the organization. Okoni assisted the pilot team in exploring the expectations of 150 clients and 2,000 associates.


Three projects were designed and tested over eight weeks (they’re currently being rolled out to all the bank’s branches):

  • A digital app for tracking complaints and customer notifications
  • Delegation of authority to account managers for the handling of first calls
  • Three training modules on changing the approach (for managers and operational staff)
  • 3-point gain in the customer referral index: the polled customers went from detractors to promoters