23rd Sep 2015
This award recognises any organisation that has developed a strategy that has measurably improved its customer satisfaction rating. Entrants showed a clear strategic plan designed to leave a legacy, after implementation, of a new relationship between the organisation and its customers. The judges looked for evidence of improvement and an insight into the decision making process which led to the strategy being developed.Homebase won the award after undertaking a thorough review of its customer service offering and introducing the ‘Liberation’ customer satisfaction programme to its 18,000 employees with the aim of making customers the driving force behind the business. This strategy of putting people before processes on this occasion led to the delivery of an exceptional customer experience.