Last year, Briggs Equipment launched its Customer Experience Team to help improve communication with customers, gather valuable feedback and ensure our service best meets requirements.
A key part of this process was the team making greater use of Net Promoter Score (NPS) surveys, which is essentially a platform for customers to share their experience of working with Briggs and provide constructive feedback that can be actioned by the Team. The surveys themselves have been extremely popular with customers and the responses are helping add efficiency and improve processes.
One of the unique features of the NPS surveys, is that for each completed response Briggs Equipment makes a donation to its 2021 Charity Partner Prostate Cancer UK. Since launching the charity incentive earlier this year an incredible £5,000 has been raised, which will go directly towards to funding research in the fight against prostate cancer.
Gemma Beddow, Briggs Equipment’s Head of Customer Relations, commented: “The NPS Surveys have been a huge success and we are delighted with the level of response that we have received from our customers. The charity element has been a huge factor in helping to drive the number of completed surveys and our customers are seeing exceptional benefits from taking just a minute to fill a survey out.
“We’re only at the start of our journey to improve our approach to customer experience, but we’re delighted with how engaged both Briggs people and our customers have been in the process. The information and feedback that we’re receiving is helping us each day to improve as a business and ultimately provide a service that best meets the requirements of our customers.
“We’re now looking forward to building on this work and of course continuing to raise valuable funds for Prostate Cancer UK.”
To find out more about the Customer Experience process at Briggs Equipment, email [email protected]