Select a topic

Direct Line Group Case Study 2016: 52 Weeks of Green: focus on operational performance

See the full Case Study, Presentation slides and Video

See how planning and front line operations teams developed outstanding collaboration and buy-in, as a result of an absolute, shared focus on service consistency, every single week of the year.

The new focus brought the entire operation together during 2015, around a common objective, shared at all levels. This galvanised the planning team, half the size they were two years ago but restructured to focus on collaboration with Operations. Relationships are outstanding and increasingly the insight that planning can bring has a ready audience. Appointing Site Demand Analysts and Relationship Managers has been vital, as have daily dial-ins with ops and regular meetings with team leaders. Analysts interpret plans, focus on operational learning and schedule time for development, a massive win for colleague engagement. As well as achieving 52 Weeks of Green, abandon rate is down from 7.5% to 1.5% overall despite 6% lower staff costs, MyCustomer scores rose 11% and NPS is up 12%-13% across the business.


  • Trading performance rose 7%
  • Abandon rate improved to 1.9%, from 7.5%, while staff costs dropped 6%
  • 52 weeks of green performance in 2015
  • MyCustomer satisfaction scores up 15%, to 79%
  • NPS: 57 in motor (+13%), 49 in home (+12% )
  • Planning engagement scores doubled, to 48%
Take a look at these articles, videos and links
2016 Innovation Award Winners
2016 Innovation Awards Finalists and Case Studies


Quote 11
Quote 14
Quote 15
Quote 16
Quote 17
Quote 18
Quote 19
Quote 20
Quote 21
Quote 22
Quote 23
Quote 24
Quote 25
Quote 26
Quote 27
(c) Professional Forums Ltd 2000-2017