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satisfaction
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Reducing customer dissatisfaction by 25% a year over three years, on a
compound annual basis, to the 2005 financial year is a key target in our drive to
deliver the highest levels of customer satisfaction. In the 2004
financial year, we achieved a 22% reduction in customer dissatisfaction, based on qualitative customer
research conducted by external agencies. This follows a 37% reduction in the 2003 financial year.
The lines of business all reduced customer dissatisfaction levels during the year. We are working to remove barriers to providing customers with excellent service and to involve all our customer-facing people in improving our service. For example, our retail customer-facing and support teams participated in the my customer programme, designed to improve our customers’ experience and to promote teamworking. Examples of my customer successes include the introduction of a new contact centre structure that enables our people to handle more calls at the first point of contact and enabling engineering and contact centre teams directly to update customer records. |
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