NS&I customer communications strategic consultancy

We carried out a communications benchmarking exercise to understand the definition of best practice within the financial market place and at National Savings & Investments (NS&I).

We assessed what was out there in terms of language, content and design. Key documents within the benchmarking included:

• application forms
• customer letters
• welcome packs
• certificates of investment/bonds
• statements
• key features leaflets
• terms and conditions leaflets
• passbooks
• letterhead and stationery templates
• interest rate leaflets
• death-related communications
• complaints