Continuously Improving the experience for customers is one of our main priorities. In order to do this we need to get feedback about the service we provide and in a timely manner.
We currently send postal surveys to customers after work has been completed, however it can be several weeks before we receive this feedback which doesn’t allow us to resolve issues that our customers may be experiencing very quickly.
We recognise that engaging with our customers faster ensures we are providing the best possible service, resolve issues and to make changes if necessary.
Fast customer feedback using text message surveys
Automated text messages are now being sent to customers for real-time feedback as follows;
1. How satisfied were you with the service provided by Cadent? (on a scale of 1 to 10)
2. How satisfied were you with the Engineer that visited your home? (on a scale of 1 to 10)
This allows our operational teams to take ownership of any concerns and resolve them as quickly as possible. We are also using this data to identify further areas of process improvement, coaching and training.
How this is helping to improve performance
We created a manual text-message solution in our East Network between June 2017 and March 2018 as we wanted to test the appetite for this kind of survey. In doing so, it created opportunities to engage with our customers’ early on which helped to resolve any queries they had and preventing the potential need to raise a complaint.
We are proud to report that during this time, 84% of customers rated our engineers service 10 out of 10.
Changing the way we get feedback has meant that accountability now sits with the local teams. We have such a high focus on customer service and driving these improvements along with many other engagement and communication activities that we are doing.
Your feedback is important to us
If you receive a text message about the work that we’ve done at your home, please respond because all feedback is extremely beneficial and helps us improve the service that we provide.
Alternatively you can send an email with any feedback to firstname.lastname@example.org