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.
White Paper: The guide to improving your contact centre Net Promoter Score
Research showed us that top performing companies with the highest NPS scores all understand the links between Operational, employee and customer insight.
Video: Highlights: Sabio’s Disrupt CX 2019
Sabio's Disrupt CX 2019 in April addressed the challenges organisations face in responding to customer experience requirements.
Case Study: Lifeplus uses customer satisfaction insights to maintain Bright Index top 25% position
Lifeplus wanted to invest in its people and infrastructure, demonstrating its commitment to their values and principles to keep people at the heart of everything they do.
Video: Hello, we’re Sabio
At Sabio we make sure your customer experience is brilliant, then stays brilliant.
Case Study: The White Company – Fully Automated CSAT Delivers 20% Increase in Response Rate
The White Company was looking to understand what customers really thought about their experience in the contact centre, and to know exactly where to focus on improving the service delivered
Video: Highlights: Bright’s House Warming Party
Bright, a Sabio company welcomes their clients and close contacts to the Blue Fin Building in Southwark on Monday 9th July 2018.
Video: Presentations: The Art of CX
Sabio's Art of CX conference enabled guests to learn more about the critical User Experience and design aspects of customer engagement.