YOU SAID
WE DID
PUTTING THE CUSTOMER FIRST
As a customer-centric business, we’re continuously looking at ways to maximise the delivery of our customer care. To do this right, it’s important we listen to the people that matter most to us: YOU.
As we enter the next stage of our customer strategy, we’ve been speaking to clients to find out what we’re doing well, what areas we can improve and what changes are needed to maintain our excellent levels of customer service.
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HIGHLIGHTS
YOU SAID:
"When I call the customer line it can often be quite time consuming as I have to go through a long process selecting numerous options before I can speak to someone."
WE DID:
No option telephone line
We’ve removed our IVR system so now, when customers call us, they get straight through to a dedicated member of our customer experience team.
YOU SAID:
"I’m busy and don’t have the time to speak on the phone. I prefer not to speak on the phone. I wish there was another method I could use to speak with you.”
WE DID:
Chat with an online advisor
We have now implemented a new livechat function built in to our website. Between the hours of 8.30am – 5pm, our instant chat feature will be managed by member of our team, on hand to respond immediately to any query you have.
YOU SAID:
"I'd rather have a single point of contact for my customer needs."
WE DID:
Dedicated customer experience team
With a rapidly expanding customer base, it's vital that we give all of our customers the first-class service they deserve. To ensure this, we've invested heavily to expand our team of professionals.
THE FUTURE
Here at Great Annual Savings, we never rest on our laurels. It’s ingrained into our culture to strive to be the very best at everything we do, with customer care being our number one priority.
Keep your eyes peeled for some exciting changes occurring in the business throughout 2021, including:
New state-of-the-art premises
Upgraded software
Dedicated call answering team
CUSTOMER CHARTER
CUSTOMER JOURNEY
CUSTOMER REVIEWS
how are we doing?
We’re constantly looking at ways in which we can further enhance the satisfaction of our customers. In order to do this, we make it a priority to listen to what out customers have to say.
