Accessible services – offering easy-to-contact and available services when people need them.
Instant services – giving an immediate/prompt response and ongoing update to reassure customers their enquiry is in hand.
Personalised services – providing a tailored service that resonates with the customer and meets their needs.
Knowledgeable people – giving the correct service/advice/answer first time where possible.
Helpful people and processes – accommodating the needs of customers.
Responsive people and processes – delivering services that are easy to access and quick to respond.
Reliable people – ensuring we are dependable and do what we say.
Ultimately, our success will be measured through customer satisfaction, customer perception, levels of complaints and customer loyalty/retention.
Customer experience will be measured through the following level one performance measures.
|Performance Measure Level 1|
|Overall satisfaction with customer experience|
|Percentage of contact dealt with at first point of contact|