Web chat and shiny new portals are all very well for enhancing customer experience, but at 9, we believe it is the people at the coal face who make the real difference
Working with the feedback form our annual survey, we have made it easier for customers to talk to us by changing our phone greeting menu and training staff members to be more able to own and resolve issues first time, which our customers really appreciate.
By taking root cause analysis seriously and reviewing regularly amongst the management team, we have been able to drive out gremlins and avoid the repeat errors which customers find irritating.
Better never stops however and our process of listening and continual improvement gives us confidence that the next customer survey will show how much difference the changes we are making have really made.
Brilliant service, I was kept up to date at every stage.
Garry, Bryn Melyn Care
Prompt speedy service, 1st class.
Derek, Merlin International
Excellent service as usual; very timely and very efficient.
Bryan, Dorel UK Ltd
The whole process was swift and we are advised of progress throughout by Simone. Superb!
Paul, Aquakote Systems Ltd
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