Our Customer Survey and Service Improvement Roadmap
We're delighted to report that we've concluded the analysis of our Customer Survey, and the results have shown some excellent improvements across all aspects of our business. Over the next couple of weeks we'll be adding to this page with some of the feedback areas that we know you'll be interested in, starting with:
'What 'one thing' could Chess improve?
1. Ticket Communications
You told us:
- You want to be kept more up to date through the ticket process.
- To stop closing tickets before confirming everything was resolved.
- Make tickets easier to follow.
Improvements to come
- Improved Customer Ticket Comms
We are constantly improving and consolidating the content of the emails that our ticketing system sends to customers, when a ticket is created, updated, and closed. Improved emails will result in a more efficient experience for the customer. On Thursday 17 March we implemented new ticket responses, simplified to provide clear and consistent communication for customers, which should make them much easier to follow. Before a ticket is closed, customers will be asked if there is anything further that we can help with, we hope that this will reduce the frustration felt by some customers who report early closure of tickets. Customers can also use the option to re-open a closed ticket if they need more information.
- Portal Query Optimisations
We have identified a number of areas where query execution times can be improved and the customer experience made even better.
2. Customer Portal Features
You told us:
- Improve log in and two factor authentication
- Make ticket updates easier to follow
- Self Service – add or remove select services such as contracts
Improvements to come
We are carrying out a review of the log in process again and the authentication process to see where we can make improvements. On Thursday 17 March we implemented new ticket email replies which should help to make the tickets easier to follow at each stage. Feedback so far has told us that customers are finding the new system much clearer to follow. Our development team are scheduling work to include more features that will allow customers to add or remove select services.
- Notification Centre
A new customer notification centre similar to the type found on social media sites and other online account management platforms. Notifications might include confirmation of an online payment, the results of a line check, notice of a price change, service outages, time-to-pay warnings etc.
3. Simplifying Your Bill
You told us:
- Invoice format and the detail can be too complicated, further breakdown required
- There can be multiple invoices across product area
- Requesting invoice as an attachment
Improvements to come
We are reviewing our invoices to see if we can itemise in more detail, change the settings to ensure that bills are attached, and we are looking at one bill for all services.
4. Payments
Improvements to come
- Telephone Key Pad Payments
This will allow customers to select an option from our phone menu, and pay their bill over the phone using their telephone keypad.
5. Technical Support
Improvements to come
- Line Fault Checker
This new feature for the Customer Portal will allow customers to perform their own diagnostic tests to determine whether there is a fault on their line.
