“… Yorkshire Water WWAM is now a better place for our people to work. It’s a more controlled environment …people are losing less sleep at night …people in the field feel better, they know their issues are being tackled … teams have a more consistent, controlled work load.”
Graham Dixon, Director, Yorkshire Water, Waste Water Asset Management
In February 2010, YouGov published results from a study of over 2,000 British people following their experiences with contact centres. 26% cited that being put on hold was the most annoying customer service experience. This figure is 32% for the over 55s, indicating that understanding your customer values and beliefs is key to improving satisfaction. Moreover, Net Promoter Score (NPS) is a metric to hold companies and their employees accountable for how they treat customers. Companies that achieve long term profitable growth have a NPS score that is twice as high as the average company. However, customer expectations are increasing on a daily basis – we all want a bit more; more loyalty and more personal service. How does an organisation better equip itself to identify what are the true drivers that lead to great customer satisfaction?
In conjunction with our clients, Trinity Horne has developed a unique dual approach, combining complex data analysis with a behaviour based performance improvement programme – MasterCoach®. This dual approach enables an organisation to draw executable improvement conclusions from its information and ensure that the right leadership commitment is in place to realise sustainable improvements in NPS and other customer satisfaction measures.
At its heart is a powerful suite of statistical analysis and modelling tools complemented by in‐house content expertise, real world process disciplines and pragmatism. Results derived from this advanced analytics provide organisations with an insight into what truly drives the attitudes of existing customers and what can be used to attract new ones. The expertise within Trinity Horne will be able to unearth these nuggets of information and transform them into executable conclusions.
A behaviour change programme (with MasterCoach® at its core) is then designed around these executable conclusions to ensure that the results are implemented through improved management intervention and staff development. Managers will be equipped with the right tools, skills and expertise to ensure that the desired changes are realised where it matters – on the front line of customer service.
For more information about our approach to improving Customer Satisfaction, please contact us.
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