HomeServe, the home emergency repairs business has transformed itself since the dark days of 2011 when poor practice eventually led to the largest retail fine ever handed down by the FCA. Since then it has set itself the target of becoming the ‘number one home assistance company providing effortless customer service by 2020’. It has made truly great progress to that end becoming, for example one of the fastest improvers in the UK Customer Satisfaction Index (UKCSI).
Of course once the low hanging fruit has been picked further improvement becomes increasingly tough. To help continue their progress HomeServe have asked Customer Journey Consultancy to help them develop a customer experience strategy and roadmap.
We are delighted with the confidence HomeServe have shown in our team.