The collections process: Understanding the customer experience

Hugh Good, Lucy Neiland and Catherine Borrie

This case study shows how Capital One, a financial services company, used research to obtain fresh insight into its customer base and improve management of late payments and collections.

The collections process: Understanding the customer experience

Hugh Good, Lucy Neiland and Catherine BorrieIpsos MORI and Capital One

Summary

Why do people fall behind with credit payments? What's going on in their life that prevents them getting back on track?

Capital One has a mission to 'change banking for good' and, in late 2014, wanted to answer these questions to help improve management of late payments and collections. They wanted to help their customers manage credit more effectively, by understanding and working with the realities of customers' everyday lives.

People who have fallen behind with payments are often facing...

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