A brand like Which? comes with incredible integrity and high customer expectations. For Which? Mortgage Advisers, being recognised as impartial independent experts that look at every available mortgage to identify the best deal that’s right for their customers is at the heart of the service they provide.
Which? invested in Bright Navigator a few years ago and has integrated the customer survey solution into the 100-seat contact centre so deeply that it is in the fabric of the organisation.
Being part of the Which? group and the brand values that brings with it, the organisation needed to ensure that it was delivering exceptional customer experience at every stage in the customer journey. Although already surveying customers, there was a lack of insight and a huge investment in time to really understand what customers really thought.
Which? Mortgage Advisers implemented a Voice of the Customer initiative aimed at improving the process for gathering feedback using the automated solution from Bright.
Although already in the Bright Top 25%, Which? Mortgage Advisers used the insight to make incremental and major changes to processes across its three customer journey stages. As well as delivering increased response rates from 12% to 16%, the company has seen an uplift in the overall NPS that now tracks 6-8 points above target, including an increase of 19 points in the initial call stage from 65 to 84.
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: 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: 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
Case study: Network Homes – Exceed CSAT targets, Improve Agent Utilisation & Increase Employee Engagement
Since 1974, Network Homes has been acquiring and building homes for affordable rent across London helping individuals and families from all walks of life.
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.
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