Exceptional Customer Experience
We're relentlessly seeking to make every customer contact an exceptional experience
Customer centricity is at the heart of our strategy.
Our vision is to "Deliver an exceptional customer experience at every opportunity that is designed around customer needs and provides value to their business."
To achieve this, we're relentlessly seeking to make every customer contact an exceptional experience through our multi-channel services.
Our progress in Q3
Improvements to the Xoserve website
Technical architecture updatedThe website has successfully migrated to the latest technical architecture - Umbraco version 10. This latest version ensures we have continued support and maintenance, along with regular security releases.
Improved Change content through Project1StopProject1Stop was successfully delivered, with customers now able to view the overall change process in a clear and visual way. We've also improved Change Pack response functionality, enabling users to save and share their responses before submitting.
Find out more
Enhanced invoicing contentWe have reviewed additional content, all focussed on invoicing tasks and user journeys on the site. We've also developed new functionality, which will enable you to get a breakdown of your invoices and charges.
Contact Xoserve contentWe’ve reviewed user journeys and identified areas we can signpost to improve how you contact Xoserve and our relevant teams.
Our focus for Q4
Enhanced invoicing contentWe'll introduce enhanced invoicing content, targeted to improve key user journeys. This will include new functionality enabling you to get a breakdown of your invoices and charges. Some of this information is located in a complex spreadsheet, and we'll revamp this content to make it accessible and user-friendly.
Contact Xoserve contentWe'll introduce new content which will improve how you contact Xoserve and our relevant teams. We'll share further information on this ahead of the launch.
We use our annual Customer Satisfaction Survey to measure the results of these investments. It’s a transparent way for customers to see how we’re performing – and hold us accountable for the results.
These activities will deliver significant improvements in:
- Right First Time (RFT)
- On-time Delivery (OTD)
- Customer Effort (CE)
You can find more information on this investment theme, along with the benefits these activities will deliver, in our 2022 Business Plan.
Get in touch
If you have any questions about this investment theme, or if you'd like to know more, please email firstname.lastname@example.org.