We invited customers to take part in a survey to help us determine how they prefer to communicate with Accent, and what response times they would expect to enquiries raised through different channels.
Customer feedback indicates that our service standards are not necessarily in line with expectations. For this reason, we are making some changes to our contact service standards.
You said: ‘Confidence that your enquiry will be dealt with appropriately’ was customers' top priority, regardless of the means by which the enquiry is raised.
We did: We will monitor customer satisfaction with our Contact Centre. We will invest in a new tool which will allow customers to rate the knowledge, competency and attitude of our advisors. Customers will be able to make comments such as whether they felt they had been listened to, and whether the enquiry was resolved at the first point of contact. Taking all these things into consideration, we will aim for a customer satisfaction score of 4 out of 5 with our Contact Centre.
You said: 77% customers who do not receive a satisfactory or timely response to a ‘MyAccount’ or email enquiry would follow it up with a phone call.
We did: Chasing up online enquiries is not only inconvenient for customers, but also adds to the pressure on our Contact Centre. For this reason, we will make ‘MyAccount’ enquiries a priority and aim to address them within two hours. We will aim to respond to emails within one working day.
You said: Customers who suffer a negative experience with an online enquiry are discouraged from using our online services.
We did: Customers will be able to provide instant provide feedback about their experience while using our online services. This will help us to identify when things go wrong and address them sooner.
You said: Most customers would expect their phone call to be answered within five minutes.
We did: When customers abandon calls, they tend to try calling back later – which they find frustrating. For this reason, we will aim to answer all our calls within five minutes.
You said: Web chat is not widely used for any of types of enquiry.
We did: Many customers said they would be encouraged to interact with us online if web chat was more widely available. For this reason, we will aim to respond to web chat enquiries within one minute, within the Contact Centre opening hours.
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An informal online community of involved residents, who take part in regular surveys and consultations.