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
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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
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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.
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