Alex Walker – Flint Change

Christine Smith - NHBC

A remarkable improvement programme delivering over 30 points improvement in NPS in just 3 years…….

and more to come!

3 January 2014

3 January 2014“failure”

“ issues ”

“ issues ”

Why change?

Fragmented process

Delays and poor control

No consistent single

point of contact

Poor communication

Customerjourney

ScrutinyComplaints

Complaints high

What’s stopping us?

What you told us……………………………

Conference 2015

What staff told us…

What customers said… NPS 9?

Support from the top

• To deliver tough messages

• Things have to change

• Introduce new ways of

working

• QA programme

• Ownership

• And much more

Storytelling

Let me tell you about Mrs X…

NPS 9 to ?? by 2020

AMBITION

How do we want our customers to feel?

How can we be really proud of what we do?

• Signalling everything really is changing

Change of Environment and much more…………..

• Signalling everything really is changing

• Quality Assurance – NEW

• Manager training – over and over and over again

• Robust absence management – NEW

• Accountability (what and how) - NEW

• Firm and fair performance management - NEW

• Visibility and transparency on individual performance - NEW

• Line of sight – NEW

• Clear goals - NEW

Change of Environment and much more…………..

“ ?!* ”

moan

“ complain ”

“ tut.. ”

“ sigh ”

“I knew they were going to complain.

”

Are we nearly there yet?

Bridge the Gap – just 3 words!

Big gap

Big opportunity

What’s next

• Stay on it!

• Keeping checking in that managers are on it!

• Recognition ‘You’ve Been Claimed’

• Ideas ‘Flourish’

• Bridge the Gap project

• Customer Service Awards for the industry

To sum up

• There must be a clear vision for the future with a plan

• Inspire and engage managers to want to deliver it

• Difficult balancing act between tough love and engagement

• Consistent messaging and energy

• Measure performance and manage against it

• Reward and recognition (of performance and ideas)

• NPS 50 our 2020 target is within sight…….

Thank you.