The Brief

Create a window to Customer Experience and use it to transform service delivery by suppliers.

Our Response

The Kaleidaview platform provides a real-time insight into customer experience. Speaking to thousands of customers every month, our tele-researchers obtain Satisfaction and Net Promoter scores as well as valuable and detailed anecdotal feedback.

All the results are immediately published to a web based Management Information dashboard. Accessible to Aviva and their entire supplier network, this enables the whole organisation to see a real-time view of Customers.

League tables, trend analysis and performance against benchmark standards complete the piece to create a comprehensive insight and management platform

Results

• An initiative that is the first of its kind in the UK - that is now at the heart of Aviva’s supplier relationships.
• Over 150,000 claims measured.
• A nationwide supplier excellence programme.
• Suppliers now paid according to their customer satisfaction scores.
• A competitive edge in one of the toughest markets.