Coventry (PRWEB UK) 16 October 2013
Now in their fourth year, the UK Customer Experience Awards celebrate and promote excellence in customer experience across a broad spectrum of industries.
The first client to be shortlisted is Affinity Water, which is competing in the Industrial Category of the national awards. The water company has been recognised for their commitment to listening and learning from their customers in order to deliver exceptional customer experience.
They launched a customer experience improvement programme, aptly named ‘Talkback’, with a simple aim; to provide an open and active channel for their customers to tell them exactly how they felt, straight after service delivery, and to use that feedback to consistently improve their experience.
Rant & Rave was introduced to the wider customer experience improvement programme to help drill down into the finer details of what was contributing to a poor customer experience. Affinity Water proactively send text messages to their customers after they have spoken to a call centre adviser or been visited by a community based technician, asking them to rate their experience on scale of 0-10, (with 0 being poor), and share their open comments. Customers are also able to leave their feedback via a web form, meaning they can let Affinity Water know how they’re doing in the way that’s most convenient for them – eliminating the age old gripe of customers having to go out of their way to search for a feedback route. These comments are analysed by award winning text analytics and presented back to Affinity Water, along with the scores, on an easy to read dashboard.
The Talkback project has seen a staggering 3500% increase in the volume of feedback captured by moving away from their legacy survey which asked 60 questions and instead asking 2 simple questions through Rant & Rave.
The second Rapide client to be shortlisted is Daisy, which is a finalist in the IT & Telecommunications category of the awards. Daisy was keen to put customers at the epicentre of their business by using the voice of their customers to improve business processes and ultimately, the customer experience. They too implemented Rant & Rave to achieve this.
By rolling out Rant & Rave across all areas of their business they’ve recorded a 45% reduction in complaints, year on year, reduced Ombudsmen fees for not handling complaints in a timely way by over 60% and generated over £750,000 in revenue.
Finalists in each of the 25 categories will present their entry to a team of specialist Judges at The Grand Connaught Rooms in London on October 17. Winners will be announced during a gala luncheon on the day.
The Customer Experience Awards are partnered by the Cranfield Customer Management Forum (CCMF), a business network run by the Cranfield University School of Management Centre for Strategic Marketing and Sales. CCMF will be producing a white paper and follow up event to the Awards which will focus on drawing out best practice in customer experience.
Neil Skehel, Managing Director of Awards International, said the standard of entries for 2013 has exceeded all expectations.
“We are delighted with the quality of entries for the UK Customer Experience Awards and we look forward to celebrating and rewarding the success at the special event,” said Neil.
As in previous years, the Awards will be supported by the Customer Experience Magazine, which will feature the winners and their stories.
The awards offer a fantastic opportunity to network with other key players in customer experience, and hear what they also are doing to deliver an outstanding experience for their customers.
To find out more please click here.
Notes to Editors