Since 1974, Network Homes has been acquiring and building homes for affordable rent across London helping individuals and families from all walks of life.
In 2016 the business restructured, bringing four distinct housing associations together under a single organisation. With that came a new approach to customer service.
The vision was 90% CSAT by 2021 and to get Best Companies accreditation. Network Homes needed to use the insight to change behaviours, improve processes and focus on what was important to the customer.
Network Homes introduced Bright Index to benchmark its performance metrics. They also deployed Bright Navigator to monitor ongoing Customer Satisfaction. In addition, Bright Employee Engagement was implemented to understand how the employees were feeling.
- CSAT consistently exceeds 90% in the contact centre
- There is a strong correlation between empathy and general satisfaction of 0.87
- NPS increased by 12 points within a year and advisor utilisation improved by 12%
- Employee engagement survey leads to Best Companies 1 Star accreditation, with an overall 10% increase in employee engagement
Case Study: Which?: Evidence enables NPS to exceed target month on month with CSAT
Which? invested in Bright Navigator a few years ago and has integrated the customer survey solution so deeply that it is in the fabric of the organisation
Case Study: TUI – Improving customer experience during a major business transition
TUI Group is a multinational travel and tourism company, encompassing well-known brands such as Thomson and First Choice.
Case Study: Co-op turn conversations into insights
The Co-op was on a journey to build on valued relationships with customers and members and turn their one million plus customer conversations into insights.
Case Study: Slater Gordon Solutions Motor: Insight Delivers Award-Winning Improvements in CSAT, NPS and Customer Effort
Slater Gordon Solutions Motor (SGSM) implemented Bright to do a baseline survey over two weeks before rolling it out out across the business.
Case Study: Moneybarn Customer Experience feedback scores eclipse industry average
How Moneybarn used the Sabio Navigator Voice of the Customer feedback tool to help sustain industry-leading CX performance levels despite the pandemic
Blog: To save the high street, retailers need to rethink their approach to customer experience
The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).
Blog: What is customer experience?
Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
White Paper: Transitioning to AI-enabled customer journeys
How Big Data, Machine Learning and AI are combining to create the smart CX data platforms essential for customer journey success.
Blog: Lessons from the lockdown: 4 things we’ve learnt about managing CX in an isolated world
So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.
Case Study: HomeServe – Speech Analytics Business Improvements Story
In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.
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