CLIENTS
Bright has worked with large and small companies across all vertical sectors to help improve their customer experience through benchmarking and customer satisfaction measuring. Check out our case studies and testimonials below by clients using our customer satisfaction platform, employee engagement surveys as well as net promoter score benchmarks.
Client Testimonials
“The survey results have enabled us to build a career journey so that advisors can see what they need to achieve to reach certain pay grades. Already the impact has seen a reduction in attrition by 10% and advisors are driving their own careers.”
Customer Escalations Manager
“NPS has increased by 19 points and is now tracking at 83 for the completion stage of the process. We couldn’t have got to the bottom of the problem without Bright Navigator.”
Customer Experience Manager
“Winning the Best Voice of the Customer Award at the European Contact Centre and Customer Service Awards was the icing on the cake. We couldn’t have done it without Bright.”
Head of Member and Customer Services
“We wanted insight to be both authentic and statistically relevant. We were not disappointed. Fully automating the process delivered an amazing 20% uplift in response rates. The confidence we now have in our understanding of the customer experience is so much greater.”
Customer Service Director
“Changing the way we survey has been a game changer. It’s given us more specific focus areas and we’ve been able to see issues that we would never have known about before. Agents can now see their results every day and we have improved contact centre Net Promoter Score from 3.8 to 41.6 in just under 12 months."
Director of customer contact
“Navigator enables us to identify customer needs, understand where the blocks or barriers are and how to remove them to offer a better service, it’s got people talking quality!
As a result performance has improved in more than 80% of customer service measures."
Head of Customer Experience
“Before having the Bright data, moving away from the traditional 80/20 Service Level was an emotive subject and not an option. Now we have external benchmarking data, I can have those conversations based on facts rather than just my opinion.”
Contact Centre Strategy and Transformation Manager
“We have seen a significant increase in customers saying they were very satisfied with the contact centre experience, from 58% before working with Bright to a consistent 78%. Employee engagement scores have also increased from 50% to 70%+."
Customer Service and Sales Director
“There is no doubt that working with Bright to understand our contact centre performance, customer satisfaction and employee engagement has helped ING Direct maintain its high standards of quality service delivery. Bright helps us ensure that we continue to excel at delivering an award winning customer experience.”
Head of Customer Experience
“Camelot entered Bright’s benchmarking to get a reality check on service level targets and outputs compared to peers and best practise. This helped us seeing what good and great really looked like. The subsequent operational change programme reduced costs by 40%.”
Head of customer services.
“Using Bright has delivered improved C-SAT results with staff now having improved visibility and understanding the factors that determine customer satisfaction.
We've also seen a 6-fold increase in surveys completed and a saving of 1 FTE."
Head of customer contact
“To continue to improve our processes and customer experience we need to move away from traditional call centre measures and benchmark our performance against measures that will provide insight on where we are not adding value and where we are outperforming within our sector.”
Contact centre strategy manager.
“It’s dangerous to rely on your internal measurements of the contact centre’s efficiency, quality and service levels alone. Bright Index gives us a good view of our real service levels and quality.”
Contact centre manager.
“We began working with Bright to get a holistic assessment of our performance. Through reviewing performance metrics, employee engagement and customer satisfaction, we got a much better understanding of relevant KPIs for us. Other key outcomes were greater employee engagement and a better structure for FCR. Last but certainly not least, it contributed a major sales increase last year.”
Director of Telegraph Direct.
“Using Bright to benchmark helps give an impartial assessment of our business. The Bright review drives continuous improvement plans designed to further enhance the service provided to our customers.”
Senior Manager for Banking, Nationwide
CASE STUDIES
TELECOMS
SECTOR
How cellular network Three used benchmarking to increase visibility and performance of their contact centre operations.
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TRAVEL
SECTOR
See how travel company Tui, in just under 12 months, improved their contact centre Net Promoter Score from 3.8 to an impressive 41.6.
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BANKING
SECTOR
See how ING Direct bank developed a holistic view of managing all areas driving their Customer Service performance.
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PUBLIC
SECTOR
Read a case study looking at Medway Council changed their way of gathering customer feedback achieving great results.
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RETAIL
SECTOR
Read about how retailer Shop Direct improved their C-Sat scores by 20 percentage points and improved employee engagement.
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Download our 25 page white paper full of case studies and insight from Bright’s research into customer experience over the last ten years.
Alternatively email us at info@brightindex.co.uk for hard copies for you and your team.
