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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