Delivering Unrivalled Customer Experience
Enabling the right culture to deliver an unrivalled customer experience
Northumbrian Water recognised that to deliver their vision of unrivalled customer experience, they needed to enable a culture of engagement, accountability and support across everyone involved in customer experience, from advisors to field technicians.
By taking a people-first approach to service, supported by miPerform’s Operational Excellence platform, Northumbrian Water has achieved the number 1 position in the regulated service rankings (CMeX), as well as a more efficient operation.
The Challenge
- The desire for continuously improving service performance in a more challenging industry environment
- No simple way to provide advisor-level insight linked to performance with a balanced scorecard
- Team leaders and managers spending too much time analysing results rather than coaching for performance
- Quality controls were not linked to continuous improvement processes.
The Solution
- Northumbrian Water wanted a platform that supported the culture of accountability and ownership at every level
- miPerform achieved this with their performance scorecards, quality, coaching and action modules
- This released their team leaders and managers from the burden of administration of performance metrics
- miPerform delivered balanced scorecard and action modules to allow every member of the customer service operation to own and improve customer experience
- This was delivered on the miPerform platform – meaning simple implementation, no IT requirement and fast deployment
Outcome
- Capacity released for coaching and training
- Average handling time reduced by 30 seconds
- Service levels increased by 20%
- Engagement and ownership increased amongst employees
- Quality Assurance, coaching, performance, workflows all in one place
- The deployment of miPerform supported Northumbrian Water’s position of 1st place in Ofwat’s CMeX League 2022/23
"It drives the right behaviours, it drives the right culture and it ensures that customer focus is always there."
Becky
Customer Experience Manager