Customers listened to live calls, saw how enquiries are managed and followed the journey of a repair from the moment it is reported through to planning and completion. This gave them a better understanding of the range and complexity of situations our teams handle every day.
The day was also an opportunity for colleagues to listen and learn. Customers shared honest feedback about their experiences, what works well and where we could improve.
Their feedback will help us think about how we communicate, the language we use and the experience we provide. Customers also came away with a greater appreciation of the work that happens behind the scenes when colleagues respond to enquiries and arrange services.
Victoria King-Lowe, Regional Director for the Midlands, said: “By bringing customers and colleagues together, we can better understand what matters to customers and use their experiences to help shape the services we deliver.”
Help shape our services
There are lots of ways you can get involved, from sharing feedback and taking part in surveys to testing ideas and helping us review our services.
Visit our Get involved page to learn more about the different opportunities available.
You can also join Customer Voice to become an involved customer and help shape the services we deliver.
