Providing the best possible customer service is a top priority for us and it’s important that we understand how we’re doing.
We sat down with our Head of Customer Experience, Ashley Wallace to see how we’ve been continuing to deliver excellent customer service with our Building Excellent Service Together (BEST) project.
Hi Ashley, could you tell us more about the BEST project?
We set off on our BEST journey, under the guidance of the Institute of Customer Service (ICS) back in 2021, and in 2022 we were delighted to be recognised for providing excellent customer service.
To make sure we’re still delivering this level of service, we surveyed 500 customers in September 2024 to see how we’re performing, where we’ve improved and which areas we still need to work on.
What insights did you get from customers?
I’m pleased to say that we’ve seen positive improvements in many areas including complaints.However, we know this is an area we need to continue to focus on.
The results also show that customers are most happy with our colleagues, with high scores coming through around the competence and helpfulness of our teams.
We already know how dedicated our teams are to providing an excellent service, but to see this coming through from customers is fantastic.
What actions are Karbon taking now that you have this feedback?
We’re working on the actions we can take to improve how we handle complaints and in other areas we didn’t score as well in.
What happens next?
Once we have the new actions confirmed, we will combine these into the existing BEST action plan to show the continuous improvements we have been making to our customer and colleague services.
This action plan will be submitted to the ICS along with our survey results. We’ll be sharing the outcome of this work in the spring.
Keep an eye out for more information on our website.
Providing the best possible customer service is a top priority for us and it’s important that we understand how we’re doing.
We sat down with our Head of Customer Experience, Ashley Wallace to see how we’ve been continuing to deliver excellent customer service with our Building Excellent Service Together (BEST) project.
Hi Ashley, could you tell us more about the BEST project?
We set off on our BEST journey, under the guidance of the Institute of Customer Service (ICS) back in 2021, and in 2022 we were delighted to be recognised for providing excellent customer service.
To make sure we’re still delivering this level of service, we surveyed 500 customers in September 2024 to see how we’re performing, where we’ve improved and which areas we still need to work on.
What insights did you get from customers?
I’m pleased to say that we’ve seen positive improvements in many areas including complaints.However, we know this is an area we need to continue to focus on.
The results also show that customers are most happy with our colleagues, with high scores coming through around the competence and helpfulness of our teams.
We already know how dedicated our teams are to providing an excellent service, but to see this coming through from customers is fantastic.
What actions are Karbon taking now that you have this feedback?
We’re working on the actions we can take to improve how we handle complaints and in other areas we didn’t score as well in.
What happens next?
Once we have the new actions confirmed, we will combine these into the existing BEST action plan to show the continuous improvements we have been making to our customer and colleague services.
This action plan will be submitted to the ICS along with our survey results. We’ll be sharing the outcome of this work in the spring.
Keep an eye out for more information on our website.
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