Introducing the new Insight to Action Panel
We understand we don’t always get it right, but instead of saying sorry and moving on, it’s important to us that we learn from things that go wrong and listen to what you’re saying about us.
There are lots of ways we make sure the customer voice is heard through Raven; our Customer Voice Panel, satisfaction surveys and our We Hear You campaign just to name a few.
We’ve now built on this by creating our new Insight to Action Panel. The panel includes senior managers, members of our complaints team and the Executive Director of Customer Experience. They meet monthly to discuss what we learn from conversations with customers, complaints, and survey feedback and most importantly, how we can implement new processes to create a better, more positive customer experience.
With this panel we hope to improve the quality of the service we provide to you, to learn and improve from feedback and complaints and further build a positive relationship with you, our customers.
What have we done so far?
The panel heard that customer communications in ASB cases were very factual and weren’t sympathetic to the human impact of the ASB issue.
So we’re now looking at the tone of voice and language used in ASB letters to customers.
If you have feedback you’d like us to investigate, please let us know by raising an enquiry on your MyRaven online account or call us on 0300 123 3399.