You may remember, we recently ran a short pilot on the introduction of digital versions of our customer feedback forms. We would like to thank everyone who has returned customer feedback forms during the pilot period.
We wanted to update on some of the learnings from our pilot project:
Who was included in the pilot?
We included those customers who had achieved the healthyliving award for the 1st time only.
Action: We will include all customers achieving the healthyliving award/plus or customers renewing the award at all levels within the pilot. This will ensure we capture a true reflection of our customer’s award journeys and requirements.
Customer Feedback Questions
We found that our questions were not always relevant for each level of the award. The questions asked were relevant to the journey of our customers achieving the healthyliving award for the 1st time but not for those achieving healthyliving award plus or renewing their award.
Action – We will develop new customer feedback forms with questions that reflect each stage of the healthyliving award customer journey (healthyliving award Plus/renewals).
Action – We will continue the pilot for a further 3 month period with all customers achieving or renewing their awards with relevant questions at each level.
Action – To accurately test the introduction of a digital version of the customer feedback forms, all forms will be sent electronically for the remainder of the pilot.
Timings
We ran the pilot project over a 3 month period during May – July and found that this was one of our quieter periods (Summer Holidays).
Action – We will extend the pilot period for another 3 months.
We will further update you on the findings of the extended pilot on customer feedback forms.