Newly launched Customer Experience Team demonstrates Briggs commitment to continuous improvement
08 June, 2021 by Tom Peace
At Briggs Equipment we are proud to work in partnership with businesses of all sizes from across almost every industry. To ensure our service best meets the requirements of our customers, a collaborative approach to the entire working relationship is required. This is a process to which Briggs has always been committed and it’s helped us develop and innovate our overall service.
One of the recent initiatives implemented by the business to help improve how we gather feedback and action it, was the launch of our Customer Experience Specialist Team. The team are focused on taking pro-active measures to provide faster solutions to customers and use their experience to help us shape our service moving forward. Briggs has never been a business that is content with standing still and we understand that as businesses change, we must also keep pace and remain agile to ensure we’re providing a relevant and effective service.
Since the team was launched in late 2020, they have already implemented a number of programmes. This includes a customer survey that is helping to accurately track feedback, and also raise valuable funds for Prostate Cancer UK in the process as each response results in a donation from Briggs. So far in just a few months, this has helped raise over £1,600 for the charity.
As well as collecting feedback and experiences from customers, the team have effectively captured examples of outstanding work from Briggs people. One common theme throughout has been the positive contributions that our engineers are delivering day in day out at customer sites. Whether it’s working tirelessly to fix a breakdown, complying impeccably with site safety regulations or keeping equipment up and running, the diligence and expertise of our engineers continues to shine through.
Gemma Beddow, Head of Customer Relations, commented:
“The creation of the team is a real positive action by the business and underlines the importance we place on understanding and improving the experience of our customers.
“We are already seeing the benefits of the team’s early work, both in terms of collecting valuable feedback but it’s also clear that our customers are extremely appreciative of the genuine commitment we’re showing to hearing their voice.
“One of the unique features of this launch has been that it has all happened in a remote working environment and it’s been a real team effort by everyone to get this valuable service up and running. We are looking forward to building on these early successes and we will be sharing some of these examples in greater detail over the coming months.”
To find out more about how Briggs Equipment will work in partnership with your business to provide a service that best matches your requirements, speak to our team today via:
T: 03301 23 98 50