This topic is relevant to all industries, and is now top of many agendas to ensure that this is key, and customer experiences are improved.
This group first met in 2015 where it addressed issues such as PSA call handling and ‘myth busting’.
Now in 2017 this group is prioritising its focus on:
- Post sale information, receipts, billing, bill summaries
- Customer care quality across the value chain
- Internet searching (address the forums with negative and inaccurate details and educate)
- Call handling and resolution
- ADR facilities
- 2017 02 01 - Consumer Journey Meeting notesDraft meeting notes from 1st Feb Consumer Journey Working Group
- 2017 02 01 - Consumer Journey meetingPresentation for the Consumer Journey Working Group meeting 1st Feb 2017
- 2016 09 20 - Consumer Journey WGConsumer Journey meeting presentation from 20th September 2016
- 2016 06 21 - Consumer Journey21st June Consumer Journey Working Group meeting notes