A large FS business that prided itself on high customer satisfaction was receiving significantly poorer CSAT results.
Linking the customers voice to the functions / sub-functions and characteristics of the offer.
Using customer and process data, to highlight the key apparent presenting causes.
Removing causes of poor CSAT and adding in missing elements of great CSAT, all linked to clear performance and cost-of-provision targets.
To ensure changes were effective, and sustained.
CSAT was increased by 14% in just 6 months!
