“Working with Customer Service Network has enabled us to understand the strengths and weaknesses of the service that we at Keyfuels deliver to our customers, and by using the recognised NPS scoring system, it has allowed us to benchmark our results against other service providing organisations.
Customer Service Network conducted the research quickly and the data we received back was clear, well presented and easy to interpret. It was really great to find out where we excel, but probably more useful was discovering where our stakeholders felt our service could be improved. These results have allowed us to tailor our staff training programme to focus on the areas requiring improvement, so we can ultimately deliver the best possible service to our customers.”
[Paul Boycott, Service Delivery Manager, Keyfuels]
“CSN are the people we used for a baseline assessment and I thought they were very good. I was keen to look beyond our own to improve our customer focus. Mick Kent at Bromford Group recommended CSN to us. Bromford had been working with them for a few years and had made impressive progress.
We used CSN as part of a service excellence programme under which we wanted them to help us with our customer care in particular. We had only got as far as the baseline assessment [in the time I was there] – which was very valuable in its own right – from which we had drawn up an action plan to deliver the change needed.
They would say that they work best as part of a root and branch assessment of excellence. Bromford used them in this way to great effect. Even if you don’t go that far, some of their very detailed best practice stuff on customer care is very, very good.
In my opinion, it goes well beyond the best practice emerging from with the
sector! I was particularly impressed with the way they collect and present customer feedback. Their critique of Status (which I think we all recognise is beyond its sell-by-date) is very clear and persuasive.
They are also good people to deal with. I would certainly endorse them.”
[Alan Brunt, Chief Executive, West Devon Homes]
“We have worked with CSN for over 9 years now and it’s fair to say our entire approach to customer focus has changed in that time.
We used to talk mainly about empty homes, arrears and loss of income. Now we talk about empathy, service excellence and customer loyalty. Customer Advocacy, something we didn’t even know about 9 years ago, is our number one performance indicator across our organisation.
CSN have acted a friend – often a challenging one – on our journey towards putting the customer at the forefront of the organisation”
[Paul Taylor, Head of Customer Experience, Bromford Group]