Testimonials
Royal Bank of Scotland
"We commissioned the services of Customer Excellence to help us create and develop our internal Communications plan across a wide range of large and varied businesses.
Customer Excellence undertook considerable research for the group and brought a valuable fresh perspective to our channel. I enjoyed working with Nick and his team and would not hesitate to employ their services again".
David Nikolich - Head of Resource & Values
Alliance & Leicester
"We had an immediate business issue to understand how our service stacked up competitively in one particular area that needed some quick and effective data collection and input.
A good example of timely, well focussed research that made an impact".
John Buckle - Marketing & Customer Research Manager
Mercer
"We asked Customer Excellence to test our communications skills across the UK offices. In particular we were interested to learn how welcoming and helpful our staff were when telephoned directly by an existing or potential customer.
The report we received back gave us an insight into our strengths as well as areas where we could move up a gear through some very quick wins. We found the report to be comprehensive and professionally produced and are looking to use the services of Customer Excellence in the future. We have also used the report to provide evidence of our competence when making client pitches".
Steve Ogle - UK Training Manager - HR Services - Mercer Human Resource Consulting
Coventry Building Society
"The Coventry commissioned Customer Excellence to carry out customer telephone calls testing the telephone account opening experience at the Coventry.
The report we received was extremely professional and comprehensive. Not only did it deliver what we had specified but it also detailed other aspects of the account opening experience which would be important from a prospective customers view point. The report gave the Coventry enough information to review the performance of telephone agents, the telephone account opening process and the new account opening pack itself.
I would recommend this service to anyone who is seeking to truly understand an independent view of the total customer experience".
Chris Collins - Head of Customer Service Operations
Newcastle Building Society
"This is where the work of Customer Excellence was invaluable, not only did we need the type of feedback they provided but what I wasn't aware of at the time, until I read your reports, was the need for guidance on how we could go about making the changes in the network.
The one thing that sticks in my mind is when Nick and his team attended the Branch Managers' workshop and gave them a feedback presentation from a customers' perspective. This was delivered with great sensitivity and the impact on the team was incredible. This single presentation served to bring home the need for change in the way we respond to our customers.
I would recommend Customer Excellence to any organisation that wants to put customers first and bring a cost effective method of ensuring they deliver on their intentions".
Andrew Duncan - Managing Director - Financial Services
Dunfermline
"Dunfermline has developed a very extensive customer research programme over recent years and it is really important to us to understand what the customer experiences in any dealings with us.
Following the introduction of mortgage and general insurance regulation, we were keen to ensure that whilst being totally compliant, that we were also providing a service that impressed customers. A comprehensive research programme was undertaken by Nick Wood on both Dunfermline and our competitor's.
The outcome was that in some areas post regulation, we could do better. Thanks to the research of Customer Excellence we have implemented improvements and just over one year on from regulation, branch and direct related mortgage business has increased and the customer experience is much better".
Brian Morton - Marketing Director
Newcastle Building Society
"I commissioned Customer Excellence to undertake a programme of customer experience research in our branches and over the telephone in 2005. The feedback from Customer Excellence was excellent and very informative and it allowed us to build some solid foundations into our processes going forward, so that we could deliver excellent customer experiences. The insight we have gained has been second to none.
We have been delighted to work with Nick Wood and his team over the last year and are continuing to do so in 2006. I would recommend Customer Excellence to anyone who really wants to understand how their organisation comes across to existing, new and potential customers".
Wendy Lee - Commercial Director