Designing a sector-leading customer strategy
COCREATION’S response to a challenging and rapidly changing market with low levels of customer satisfaction and high scrutiny was to develop a customer strategy that would help our client access funding, increase customer satisfaction, and support customer-led service design.
Our client told us they wanted to: deliver successful projects by working collaboratively; co-design projects with the customer; clarify objectives and priorities to ensure local community and commercial benefits; and manage expectations. We listened to that feedback and based the Customer Experience Strategy around it. To ensure the strategy was robust with clear business benefits, we developed a six-point code of practice based around BS8477 Customer Satisfaction.
The organisation needed an over-arching strategy for its Highways business which could be tailored for each contract. Our four-phase plan: understanding each contract; developing strategies based on local data and information; implementing local improvement plans; and regularly measuring improvements, enabled local management teams to drive meaningful customer satisfaction improvements.
“We are delighted to hear that our customer maturity score with Highways England increased by over 20% in 2020. We owe you a big thanks in supporting us on this journey and getting our change and improving approach underway!”
Nora Taylor, Arcadis