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What our
clients say - Lloyds TSB
"Using Reichheld's model, Cape Consulting
asked our customers to score themselves as either Promoters
(people who will actively recommend us) or Detractors (people
who will actively criticise us). They explored why people
gave those scores, so we have been able to confirm what we
need to do well and what we need to improve.
We now know where we are delivering and where
we still have to make progress. This has given us real clarity
of purpose and confidence in where we are investing time,
training and effort.
The customer verbatims that Cape Consulting
obtained from the promoters and detractors are probably the
best and most actionable customer comments we have ever had.
They provide us with real insight into whether the improvements
we are making are what customers want.”
Martin Dodd, Head of Customer Service
Lloyds TSB
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What our
clients say - Portman Building Society
"We could have designed our customer satisfaction
measures based on what we thought we should ask, but we recognised
the importance of developing these measures around what our
customers really wanted. The initial investment in customer
insight undertaken by Cape Consulting was a very important
stage in developing our customer service proposition and the
results have been very beneficial."
Paula Chapman
Associate Director - Customer Experience
Portman Building Society
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