Our Customer Journey
Huxley aims to deliver a service that’s consistent and builds on our relationship with you. Throughout your journey with us, we work with you to understand your needs and tailor a service that’s right for you. We want to make sure you have everything you need so that you have a great experience with us.
Improving our customers’ experience starts with your feedback. To do this, we use Net Promoter Score (NPS). NPS is based on one simple question: how likely are you to recommend us on a scale of zero to ten and why?
The scale is divided into three categories, on an 11-point scale. The categories and scale are, Promoters (9 – 10), Passives (7 – 8), Detractors (0 – 6). It tells us what you truly think about your experience with us, allowing us to adapt our systems, processes, and behaviours to deliver an excellent service.
We study the results to understand and make tactical and strategic changes. These are implemented on both a short term, and long-term basis to make improvements that positively affect our customers. We know our people are the key to a great customer experience. We’ve taken on board feedback and are working on improved methods for communication, as well as frequent reviews of practices.
To ensure continued success, our Managers take part in behavioural-based training to make sure we’re driving and recognising the right behaviours and responding appropriately. It’s important to us that we understand your expectations and analyse both positive and negative feedback. This ensures we’re continuously improving our working practices and your experience, so it’s the best it can be.