"Insight Now is helping us develop a true customer-centric culture that is already delivering significant insight into return on investment opportunities, not only in relation to our end-to-end customer experiences but also our overall business performance. It is helping us put customer feedback at the heart of our improvement processes so that we are more able to deliver great customer journeys."
Jamie Nicholson
Customer Service Coordinator Allianz Claims UK

"Our customers rightly expect an exceptional level of service from our first-line employees. We needed greater visibility over customer perceptions, and we wanted to develop and engage our people at the same time. Insight Now helped us achieve both of these objectives. Insight Now developed a bespoke email and telephony survey solution, linked intelligently to our existing CRM, which enabled us to highlight knowledge gaps, repeat calling patterns and gather direct customer feedback. This sat alongside a series of daily MI dashboards, to our specification, to track key indicators such as FTR and overall customer satisfaction. Insight Now have worked enthusiastically and professionally to provide a system which fits our needs. The system has been flexible and provided insightful management information. It was easy to install, and web based, so no additional software was required on the client side. Only a daily data transfer was needed, to link up our CRM information. The team at Insight Now offered additional advice and guidance to analyse the data we have collected. They have always been a pleasure to work with, and responded to our needs quickly. The survey tool proved to be a great success and has given us the information we need, to get closer to our customers, and ultimately provide a better service for them."
Greg Ferrari
Customer Services Director - Edexcel & Pearson UK

"The InsightNow team shares our view that the most powerful application of customer feedback occurs when  the people delivering the service at the front line engage with it to drive their own performance. This common understanding has formed the basis of a highly collaborative and positive client relationship focused on a clearly understood set of objectives. The support has been excellent throughout each phase of the project and very much the partnership model we were looking for."
Adrian Morley
Customer Advocacy and Value Development Manager
The Co-operative Financial Services
Which? awards 'the best of the best' in products and services

"Insight Now and David Howard are a force of nature when it comes to understanding the drivers of value within a customer facing organisation. Their deep understanding of the customer journey and detailed knowledge of the various levers that drive the customer experience are second to none. They work with their clients in a real team focused manner that ensures that any learning's continue to add value to the organisation beyond the duration of the assignment. Through their very unique approach to the customer experience, based on years of industry leading experience and client interactions, Insight Now enable an organisation to get to the core behaviours, skills and customer understanding that align the purpose of the individual, the team and the supporting processes to delivering a "wow" experience. The commercial value of these insights and supporting recommendations can not be underestimated!"
Joris Heeze
Head of Outsourcing
Orange Operations - Everything Everywhere - Customer Operations

"The InsightNow approach provides us with a new means of measuring real time satisfaction levels with customer interactions at advisor level, in order to get greater focus on customer satisfaction and in particular  call resolution and  reduced levels of unnecessary contacts. Early indications are positive - the CSAT scores delivered by the pilot team, as measured by our traditional research measure, hit an all time high 2 months into the pilot and there is a feel about the team that the Customer has just become even more important now…"
Jon Bowen
Head of Customer Service - The Co-operative Financial Services

"Our objectives were twofold: to ensure our sales people are providing excellent, understandable and fair advice during each appointment and to use feedback from every customer meeting to improve the way our sales team engage with our customers.

Using the feedback from the pilot, the InsightNow team worked with us to design a suite of surveys and real-time dashboards to enable us to evidence our compliance with Treating Customers Fairly (TCF) principles as set down by the Financial Services Authority (FSA) and monitor overall satisfaction with the service and advice that customers receive. The surveys also give our advisors a voice by asking for feedback on areas where Legal & General can improve its products and services.

This real time feedback enables my management teams to track the performance of individual advisors and be able to benchmark performance and where areas for improvement are identified, to take action quickly. In addition, the advisors themselves can see their own results at anytime enabling them to more effectively develop their skills based on immediate feedback from the people they serve."
Owen Lewis – Director
Employed Sales Force - Legal & General UK

"InsightNow were able to identify the underlying competencies that our representatives need to create a memorable customer experience. The two things that impressed me the most were the clarity of the results which were understood at VP level through to the representatives and the turnaround of the analysis"
Rohan Constable
Head of Quality - Orange

"We have been running Survey 360 for almost 30 months to capture feedback from our internal business customers who use our Service Desk. We consistently get response rates in the region of 30% to a questionnaire that contains a mix of scores and verbatim comments that helps us understand what our customers really feel about the services we provide.

We have been able to use the feedback to improve our overall performance and the most recent operational change we have made is to introduce resolver group who’s focus is to ensure incidents that are handed-off to other parts of IT are tracked and managed on behalf of our customers. This change was a direct result of analysing the customer verbatim comments in conjunction with the scores and realising we had a gap.

What we like about the InsightNow approach is the statistical analysis they run that links the key competencies of our agents (knowledge, communications skills etc) with the business outcomes we are trying to control (customer satisfaction with the way the call was handled and call outcome plus the Net Promoter Score). As a result we have been able to identify what good sounds like from a customer perspective, identify best practice agents and target the recruitment training to increase our overall scores."
Don Morgan
IT Director
Allianz

"In Capita we have found the Global 360 survey to give us and our clients, instant feedback from customers that allows us to respond to their needs quickly and make changes that have benefited both them and our business. Our front line agents are really motivated by getting a reaction to their service in real time and it has been inspiring for our Team Leaders to coach using this tool to help their people get even higher levels of satisfaction.
 As an outsourcer we have introduced InsightNow with several of our clients who are delighted with the reporting MI we can provide which has enabled them to understand how the responses from customers can feed into their Treating Customers Fairly dashboards. Our partnership with InsightNow has been a real success where we have worked in harmony to provide a tailored solution to each of our clients requirements so that they ask the right questions to provide them with the data they specifically need to make effective decisions for their customers.”
Nigel Purveur
Managing Director
South West Operations - Capita Life and Pensions

"Survey 360 provided a rich picture of the customer experience, and brought formal support to a number of internal views of areas of development. As a result we have implemented a series of initiatives to rebrand and reposition the contact centre. Once these initiatives have been completed we will run another customer experience baseline prior to making any further changes. We really like the idea of periodic surveys where we have periods of high intensity data capture and analysis followed by a structured change programme. InsightNow encouraged us to go down this route and I am confident that as a result our change programme will have much greater focus and benefits to our customers, front-line staff and to our productivity and operational efficiency."
Stephen Mohan
Managing Director
Operational Services - Cofunds

“Vertex’s use of Survey 360 enables us to consistently and intelligently hear our customers. The ease with which data can be accessed and analysed means that we can act rapidly and confidently on that feedback, focusing on the areas which matter most. We regard Survey 360 as a tool for driving customer-led business change.”  
Jan North
Customer Commissioner - Westminster City Council

"The pilot implementation of Survey 360 in our Petplan business was our first foray into real-time customer feedback and as a result our objectives was to understand what our customers felt about our products, service delivery processes and customer experience provide by our agents. In addition we wanted to get a deeper understanding of how we could integrate survey feedback with operational data to enable detailed rollout plans to be developed.

We were delighted by the customer response to the pilot;, we received almost 4500 surveys of which just over 3000 had associated verbatim comments. Getting high-quality objective feedback that we could analyse by:

Time
Reason for call
Call outcome
Organisation (teams and agents).

Provided a level of insight that enabled us to get a much richer understanding of the end-to-end customer experience, in particular the stress points that we could focus on to implement quick wins that would improve the quality of the customer experience and reduce our operational by reducing repeat calls and “failure” demand.

Finally the teams and agents participating in the pilot really enjoyed the experience and it gave us the confidence and expertise to plan the deployment of surveys to other business units throughout the remainder of 2010. InsightNow were easy to work with and provide me and my team with much deeper understanding of customers needs and the quick win opportunities for taking  what is currently a good experience to the next level".
Adrian Mitri
Director Operations - Allianz Retail

"Dimension Data has been producing the Global Contract Centre Benchmarking Report since 1997.  In 2008 we made the decision to select a partner that could automate our approach to data collection and results publication. We were looking to reinvigorate the Report with on-line completion, analytics and results presentation. Our aim was to introduce the first interactive global benchmark portal for the contact centre industry.

We selected InsightNow because of their knowledge of the contact centre industry, a practical approach to consulting and research and the fact that their survey platform and analytics capability could be readily configured to meet our benchmarking needs.

The relationship has proved a great success and we have just released the 2010 version of the Global Contact Centre Benchmarking surveys which continues to evolve and improve to make it easier for participants to complete and view their results.

What sets InsightNow apart is their dedication, commitment and hard work, which is unrivalled in my experience.
Martin Dove
Managing Director
CIS Global – Dimension Data

"Vertex Data Science is a global leader in Business Process Outsourcing representing some of the major brands in Retail, Financial Services, Telecommunications, Utilities, Distribution & Logistics and employing over 10,000 staff. Our clients are very protective of their brands and all demand the highest quality of service for their customers. Part of the development to deliver against their strategic objectives, is the ability to provide accurate and timely intelligence relating to customer interactions. To this end we selected Survey 360 from InsightNow as our customer feedback application and it has been very successful. The level of data interrogation and timeliness of collection ensure that our clients have powerful information which drives the agenda to embrace their customers. We have adopted Survey 360 as a core component of our CRM platform . The team at InsightNow have been extremely responsive to our demands and, added to their flexible approach, make this a winning combination to the benefit of all.
Bruce MacLeod
MD - UK Private Sector
Vertex