WHY BRIGHT?

Bright are customer service experts. We shine the light on improvements needed for you to achieve world class performance.
On average we improve clients’ Net Promoter Scores (NPS) by more than 20% and save millions in their contact centres by improving their effectiveness. Do you know if your customers are promoters, passive or detractors?

After over 1,000 client engagements we know that by linking your Customer Satisfaction (CSAT), Employee Satisfaction (ESAT) and Operational metrics we can find out what areas you need to excel in to reach best in class levels.
We are unique in offering all three and linking them; helping customer service directors, CEOs and contact centre managers see how they drive each other.

Box Icon CONTACT CENTRE BENCHMARKING

CONTACT CENTRE BENCHMARKING

Understanding how your customer service operation is performing means you can focus your budget and resources where they have the greatest impact. The only real way to gain this insight is through external benchmarking. How do you compare to the best?

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Box Icon DRIVE CUSTOMER SATISFACTION

DRIVE CUSTOMER SATISFACTION

To really measure service quality it’s what your customers think that matters. But measuring customer satisfaction through net promoter scores isn't enough, it's what you do with the insight that matters. Bright Navigator is a leading Voice of Customer solution proven to create self-developing organisations.

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Box Icon DEVELOP EMPLOYEE ENGAGEMENT

DEVELOP EMPLOYEE ENGAGEMENT

Even with the best processes and technology in place, you will not have satisfied customers if you have disengaged staff. Bright's employee satisfaction surveys are tailor made for customer service staff and deliver more actionable insight than traditional surveys, fast.

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LINKING THE THREE

All of our tools can be used in isolation but we offer most clients a unique insight into how the three areas drive each other by combining them.
When monitored and managed in a holistic way, you stand a significantly better chance of becoming best in class.

Examples of insight are: breaking points for service levels (so you don’t waste money over serving), who your truly best staff are
(productive as well as driving customer satisfaction), team leaders not driving staff satisfaction (and subsequent impact on customer satisfaction),
top contact centre drivers of Net Promoter Scores,  the impact of failure demand driven by Digital and much more.

We are passionate about sharing this insight in all sectors, contributing to turn the dial for their collective customer satisfaction scores.

PERCEIVED KNOWLEDGE

TELECOMS

EMPLOYEE ENGAGEMENT

UTILITIES

CUSTOMER SATISFACTION

ENERGY

CUSTOMER EFFORT

FINANCE

CUSTOMER SATISFACTION

INSURANCE
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BRIGHT
NAVIGATOR

Bright Navigator is an automated satisfaction survey tool for companies with a high level of customer contacts. It measures continuously; providing real time insight into what customers think and why. This data is broken down by product, customer type, staff member or channel and is delivered to the employee directly for immediate self-developing. To us, that’s the basics, read more about the bells and whistles inside.

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Box Image BRIGHT<br>INDEX
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BRIGHT
INDEX

Bright Index is Europe’s largest bespoke benchmarking survey. We have carried out over 1,000 performance reviews and know what best practice looks like, where your competitors are at and most importantly, where you need to focus to get maximum impact from your budget.

On average we identify savings of over £1M per site, alongside showing you how to improve your NPS by 10-30%. Read more about how our reports form the backbone of leading UK contact centre strategies.

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BRIGHT
EMPLOYEE

Bright has proven an irrefutable correlation between employee engagement and both C-SAT and efficiency.

With Bright Employee you can measure engagement, support and development, have the results benchmarked, as well as get actionable recommendations on how to narrow the gap to best in class. We also link the results with our Voice of Customer solution, showing the correlations with NPS, Customer Effort and C-SAT.

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