Internal Dispute Resolution Response Testing and Training

  • Superannuation Fund
  • Internal Dispute Resolution
  • Behaviour change and training

Following a review by ASIC, one of our superannuation clients made a commitment to improve their Internal Dispute Resolution (IDR) responses  i.e. responses to members who had made a complaint.

Our client realised that there were entrenched attitudes and behaviours in the Disputes Resolution team that resulted in letters that were long, detailed, and difficult to read.

The result: we knew that the team needed to hear directly from members to break through these entrenched attitudes so

  • We video-ed members responding to tested actual – deidentified – IDR responses, and – with permission – used extracts of the videos in our training workshops with the team.
  • We also designed three new templates which we workshopped with staff
  • We delivered a User Guide with instructions and tips about how to write IDR responses clearly

Susan Bell Founder & Lead Consultant
Sue Bell, Founder & Lead Consultant

We would love to hear from you, and are always happy to talk through research methods and options with you, if you are not sure what you need. Why not get in touch for a free, obligation-free, and confidential conversation.

Find out more about Susan Bell Research.

Keep up to date with new thinking about user testing, research with ‘older’ people, different research methods, and much more.

First Name
Last Name
Email Address
Submit Form

Similar Posts