Customeyes: Becoming a customer experience-led organisation
National Customer Service Week is the perfect opportunity to shout about Customeyes, our sector-leading customer experience programme. Customeyes helps us to know our customers better, and turning their feedback into action, by delivering easy, intuitive and personalised services. It also makes good business sense, as it means we are delivering services that our customers value, whilst fixing problems before they start, and reducing avoidable contact.
The Customeyes programme is split into four key stages Discovery, Planning, Delivery and Review. During the past few months we’ve completed the Discovery and Planning stages and learnt a lot about what customers love and areas for improvement.
Our customers told us that delivering a consistently great customer experience has four key elements – right first time; make it easy; keeping our promises and listening. As such, we’ve adopted these as our principles for delivering great service and are measuring our performance so we can continue to improve.
During Discovery, we learnt that customers value and feel most strongly about our repairs service. This feedback led us to complete a more detailed review of repairs to see how we could improve our customers experience and deliver services more efficiently. The review was completed by a team of colleagues from across the business andresulted in 31 recommendations for improvement, which we’ll be working on over the coming months.
We’ve also reviewed thewaywe gather customer insight and have introduced monthly satisfaction surveys that ask qualitative questions so we can measure the entire customer experience. This allows us to better understand reasons for dissatisfaction and turn that insight into action to improve our service.As a result of this feedback, we’ve made changes to our telephone and front of house services to make it easier for customers to contact us.
There’s still lots to do, but we’re proud of what we’ve achieved and have been blown away by the enthusiasm and commitment colleagues have shown to delivering a fantastic customer experience.
We’re very excited for the year ahead – watch this space!
Blog post by Nicole Kershaw, Chief Operating Officer at Halton Housing
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