Delivering better
outcomes for your
customers
Since 2002, our clients have trusted us to come in to their business and work alongside them. We work across a range of sectors including Transport, Utilities, Housing and Government and our customer-driven approach to growing and transforming service businesses has delivered value across all of the different sectors in which we operate.
In this MONTH’S edition
Cracking the Customer Code
Transport
We work with transport operators, and commissioners to align their services around changing customer needs and deliver excellent customer experience in an increasingly competitive market.
Utilities
We help Utilities and their contracting partners transform their operations and culture to deliver greater customer experience, drive service improvements and achieve efficiencies in response to regulatory demands.
Housing
We support Housing Associations that put tenant experience at the heart of everything that they do. With increased focus on Tenant satisfaction from the Regulator for Social Housing, we advise on strategy development, organisation design, cultural transformation, and operational excellence.
Government
We engage with central government, local authorities and arms length bodies to help them understand customer expectations and to transform public services, delivering positive outcomes for their consumers.
Benefits
We deliver customer-driven growth improving customer experience, delivering winning strategies, increasing employee engagement and boosting performance as measured in terms of revenue, profitability, productivity and efficiency.
Customer
Drivers of customer satisfaction quantified (Transport)
Customer journey improved and complaints reductions 75% (Health)
Hospital acquired infections reduced to zero for 12 months (Health)
Customer satisfaction increased by 10% (Utilities)
Strategy
New vision and strategy resulting in 10-year contract (Business outsourcing)
Business plan and aligned objectives cascaded to all levels (Transport)
New operating model successfully implemented (Utilities)
Standardised business process rolled out Group-wide (Transport)
People
Increased employeee involvement all levels (Transport)
82% employee engagement during transformation (Utilities)
Sickness & absence reduced by 50% (Health)
Employee morale up 200% after culture change programme (Health)
Performance
20% growth in revenue in first year (Business Outsourcing)
30% growth in margin over two years (Business Outsourcing)
15% headcount reduced and £1m saving within 9 months (Utilities)
£5m efficiency savings achieved over 3 years (Utilities)
These benefits have been delivered through achieving greater levels of employee engagement which is in line with research that has shown the performance of organisations with employee engagement scores in the top quartile is significantly greater than those with scores in the bottom quartile.
Evidence suggests that, for these organisations, customer satisfaction is up to 12% greater, revenue is typically 250% higher and profitability double compared to those organisations with employee engagement in the bottom quartile.
Organisations with top quartile employee engagement scores have 40% less employee turnover and 18% improvements in productivity compared to those organisations with employee engagement in the bottom quartile, (Engage for Success 2012).
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