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: How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS
Competing in a market transformed by the order-by-app revolution, Addison Lee Group has invested significantly in modernising and digitising its customer engagement model.
Case Study: LV= Fully optimised Workforce Management solution unlocks 30% planning efficiencies
The LV= GI vision is to be Britain’s Best Loved, so providing award-winning service to its five million plus customers is critical to achieving the company goal.
Case Study: How Sabio Helped HomeServe to take Speech Analytics to the Next Level
Combining Speech Analytics with effective stakeholder engagement and business improvement has unlocked significant benefits for HomeServe.
Video: Addison Lee – The Heart of Customer Feedback
Addison Lee has transformed from a London private hire to a global business. Providing service around the world is at the heart of their business objectives.
Video: LV= Workforce Management Strategic Planning Story
LV= has been on a journey to evolve their Workforce Management activities by creating a better experience for their customers and employees.
Video: 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.
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.