CCT strives to focus entirely on delighting our customers. To ensure we are really listening and taking seriously customer views and opinions, we carefully monitor customer satisfaction through the same industry standard scoring techniques that are used in highly successful organisations such as Apple and Virgin. It works by asking how likely it is that you would recommend CCT to a friend or colleague on a scale of 0 to 10 (where 10 is extremely likely). We track the responses in detail, monitor how likely our customers are to come back and to refer others, and at the same time identify those aspects of our service that need improvement.
In the last 18 months, over 1,200 groups have been contacted, with an incredible response rate of over 80%. Through valuable feedback we have been able to highlight the strength of our customer service and drive specific improvements that our customers have said they would like to see. In the last year, the following actions have been taken directly as a result of feedback received:
- Simplified contract terms and conditions introduced
- Greater flexibility with regard to meal times, menu choice and service style
- Free vend bean-to-cup coffee machines introduced
- Water dispensers being rolled-out
- Investment in welcome and reception at each Centre, with improved ‘meet and greet’
We want to make sure that wherever possible CCT does everything to delight you, our customers, and to help make your event a complete success. As always, please do let us know how we can improve our service even further. We are listening!
