Putting the customer first, by engaging our people, at HomeServe.

Be inspired and learn from our 2018 Innovation Award Finalist

Who should attend? This case study is ideal for anyone who wants to see an embedded and sustained engagement program and the powerful results it can generate. Business leaders, Customer Experience Professionals, HR and Operational teams. For those interested in Speech Analytics it’s a great opportunity to see how this is driving continuous improvement.

Find out more about HomeServe's Innovation
Discover how a moment of realisation and a bold decision to change from sales driven to customer experience driven has transformed employee engagement and driven significant increases in customer satisfaction within HomeServe. The launch of a new company strategy ‘Effortless 2020’ and the creation of People and Customer Charters has created a continuous improvement cycle that highlights issues, focuses on resolution and shows colleagues the power of owning an issue through to resolution. Alongside this the use of Speech Analytics is giving the customer voice a vital role, within this culture of engagement, driving over 150 process or business improvement recommendations. For instance, speech has helped raise identification of vulnerable customers from 65% to 85%, transfers dropped 8% by changing IVR options and hold time was cut by 20 seconds. What’s more over £1m in efficiency savings have been identified to date. Overall, the cultural transformation has driven a 27-point increase in People Engagement scores, celebrating successes, focussing on supporting charities and building innovative ways of encouraging advisors to break rules (but never principles) when it comes to ensuing a customer’s needs are met. This is driving better colleague and customer retention, greater life-time loyalty, increased scores from Trust Pilot and Reevoo reviews and high CSAT scores.


Justin Barrett, Director of Sales, Service and Customer Relations
I have worked for HomeServe for 2 & ½ years having worked in Banking for over 20 years in a variety of roles. I  am responsible for Service, Sales and Customer Relations with the responsibility of areas including for Inbound Sales and Service , Outbound Sales, Retention, Customer Administration, Digital Operation teams and Complaints there are circa 600 FTE in my business units