Case studies on customer experience and quality


See the 2014 Case Studies from City Park Technologies, ExperianNeopost and WorldPay.

See the 2013 Case Studies and videos from BT Retail, Experian, Motability Operations, Lebara Mobile and Charles Tyrwhitt.

The case studies from our recent innovation award finalists and winners are full of of practical ideas.  If you haven’t seen them already look at case studies from npower and UK Asset Resolution on their new quality frameworks.  See work on creating a great customer experience from DRL (Appliances Online), Motability Operations, Portsmouth Housing, RAC, Surrey County Council and driving customer loyalty from Scottish Widows.  If you are interested in social media, take a look at work from BT Retail or gem.

You may also want to take a look at case studies and other research on Speech Analytics.
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Take a look at these articles, videos and links
BT Retail Awards Case Study 2012: Social media as customer service
BT Retail Awards Case Study 2013: Making it easy for customers
Charles Tyrwhitt Awards Case Study 2013: Listening to customers is driving growth
City Park Technologies Awards Case Study and Site Visit 2014: Speech analytics improves risk & quality
DRL (Appliances Online) Case Study 2012: Voice of the Customer helps online sales
Experian Awards Case Study 2013: Actionable Analytics delivers focus on customers
Experian Awards Case Study and Site Visit 2014: How Quality Assurance delivers for customers
gem Awards Case Study 2011: A new culture of customer interaction
Lebara Mobile Award Case Study 2013: SMILE and BELIEF amaze customers
Motability Operations Awards Case Study 2012: Insight and collaboration transform service
Motability Operations Awards Case Study 2013: Emotional engagement – loving the customer
Neopost Awards Case Study and Site Visit 2014 – Simple and Creative: applying speech Analytics
npower Awards Case Study 2012: Insight and support transform performance
npower Awards Case Study 2013: Five star quality
Portsmouth City Council Awards Case Study 2011: Fit for the customer’s purpose
RAC Awards Case Study 2011: Listening to customers and colleagues
Scottish Widows part of Lloyds Banking Group Awards Case Study 2012: Better conversations keep customers loyal
See the latest articles on Quality & Customer Experience
Surrey County Council Awards Case Study 2011: Outstanding service saves money
UK Asset Resolution Case Study 2012: Driving improvement through quality
WorldPay Awards Case Study and Site Visit 2014: SHINE lifts engagement, quality & customer focus


 

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(c) Professional Planning Forum 2000-2014