Client's Situation

A large client, a major player in it's market sector, was offering customers refunds in certain situations to aid retention and encourage loyalty and future purchases. 

On average 33% of these refunds were then refused when requested by the customer.

Customers perceived this as the client trying to wriggle out of the promises it had made, creating substantial annoyance and dissatisfaction and decreasing the likelihood of future customer loyalty. 

Results Of Change Actions

By applying a 6 Sigma DMAIC project to improve the process, the percentage of refunds rejected was reduced by over 75% in just 3 months, creating a substantially improved customer experience.