It’s been a great week, with the lull of the summer holidays already fast disappearing in the rear-view mirror, and the view through the front window looking enticing!
We’ve launched ourselves into the daunting but exciting world of Trustpilot, with great results so far. We’ve already had some really useful feedback through customer reviews about a couple of processes that aren’t working as well as they need to. It’s easy to think everything is working fine, as the switch requests keep rolling in and the service and business development teams deal with customer queries. But there’s always room for improvement. And the real, unedited voice of the customer is a proven way to get the insight needed to make meaningful improvements. It’s hard to read the ‘bad’ reviews, but so worthwhile. And hopefully those customers will come back and tell us we did a good job. Luckily, there are also some super-positive comments made, where we’ve clearly done a brilliant job and made a customer happy – such a pleasure to read! I particularly liked the one where the customer commented that our contract T’s and C’s are fairer for small businesses – we spent a lot of time working on them earlier this year with that goal in mind, so it’s fantastic to get that feedback. I’m really looking forward to seeing the feedback process develop over the coming weeks and months, helping us to keep growing and improving how we work.
Another reason to feel it’s been a good week is our expanding pipeline of deals with larger customers. We aren’t going public too much with these yet, as we respect the process we go through to finalise all the details for each customer, but suffice to say I’m looking forward to publicising some of them in the next couple of months.
The team has been incredibly busy this week, taking a large number of calls from customers confused by what they have been told by other retailers. Not sure quite what’s caused such a surge, whether there are campaigns going on that are light on the right details, but I am really proud of how the team have responded, patiently and carefully explaining the options to customers and resolving question after question. Several advisors took more than 50 calls in a single day, which, if you’ve ever worked in a contact centre, you will know it’s pretty relentless. The fact that throughout August we answered 97% of our calls and 82% of those within 20 seconds is phenomenal.
So you can imagine I was really pleased to be able to say thank you to everyone in the team with a bit of fun and games off-site yesterday evening. We had a BBQ and garden games (giant Jenga anyone?!) at Knebworth House, and it was so lovely to see everyone relax and let their hair down.
For me this week has really summed up our unofficial motto – we are not too big to care but not too small to be successful. I’d add to that and say we are second to none at working with customers to achieve great things.
Onwards and upwards!