2018 Challenge Sponsors

HomeServe Best Practice Site Visit, Walsall

Effortless success and rebuilding trust at HomeServe

Date: Thursday 21st June
Location: Walsall


Book your place now

See the full Case StudyPresentation & Video

Discover how HomeServe achieved record levels of employee engagement (86%) and customer satisfaction (80%). A new leadership team has rebuilt trust and turned the business around though their ‘Effortless 2020’ Strategy, together with People and Customer Charters that encourage colleagues in customer service and sales (CS&S) to own issues through to resolution. The new operating model helping them achieve this includes a new Career Progression Framework, targeted use of speech analytics, and a radical CustomerFirst initiative, which empowers the frontline to publicise and resolve issues that they might not have done before. In this inspiring, sustainable environment, community has also received renewed attention. Employee advocacy is up 64% on Glassdoor.co.uk and customer TrustPilot scores are up from 2.3 to 8.3.

Best Practice Site Visit
Date: Thursday 21st June
Location: Walsall

Book your place now

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.

Key Results

  • Engagement up to 86% in SS&S, from 62% (2014-17)
  • Trustpilot score now 8.3, versus 2.3 previously
  • Glassdoor score up 64%, from 2.8 to 4.5
  • CSAT up nine percentage points, from 70.4 in 2013 to 79.9% in 2017
  • Just one trading standard complaint a month by end-2016, versus 100 a month in 2010
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