Root cause analysis delivers a 10,000 reduction in complaint calls for small supplier

Challenge

Our client had seen an increase in complaint calls as it ramped up its smart meter roll out and needed support in reducing the demand before continuing with the programme.​

​Solution

 

BFY obtained the data relating to the complaints and worked with call handlers to understand the root cause of poor customer satisfaction.

Workshops and ‘Go & See’ activity allowed us to understand several gaps with the roll out, including poor upfront expectation setting when booking appointments and a lack of communication prior to appointments with longer lead times.

 

We explored practical solutions with the client, resulting in the introduction of post call and pre-appointment SMS, along with a Customer Guide for best practice appointment booking.

Results

The BFY solution the client implemented lead to a reduction of 10,000 in related complaint calls.