Pepper Money CX Review Case Study

Pepper Money case study

Pepper Money is a people focused lender providing home loans, car loans, equipment finance and personal loans to people and businesses from blue collar to blue chip. Since 2000, they’ve been helping over 200,000 Australians who don’t tick all the traditional boxes for home loans, car loans and personal loans.

Pepper Money has a strong culture and ethos dedicated to helping its customers succeed and is strategically focused on becoming a customer centric company to support organisational growth through new mortgage business and servicing contracts. In order to support this goal, Pepper Money recognised that a formal assessment of the customer experience was due in order to understand how it was performing relative to customer expectations and the industry as a whole.

Pepper Money engaged Fifth Quadrant to conduct a strategic review of their operations and provide a transformational roadmap of activities that would:

  • Reduce customer effort

  • Increase customer retention

  • Optimise operational efficiency and effectiveness

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