Catalyst customer, Sri, is a member of our Customer Engagement Committee (formerly Service Delivery Committee) and has been involved in an exciting new project. Our Customer Experience Committee are responsible for ensuring that Catalyst is a provider of good quality, value-for-money services for its current and future customers. The Committee is made up of a mixture of members, including members nominated by the Board, customers and independent members.
Here, Sri tells us all about her involvement with the Customer Segmentation Project, and how important it is for you to have your say.
What is the Customer Segmentation Project?
This is a creative research programme to find out more about the Catalyst customer base. It’s an opportunity for customers to share what you expect, need and want from Catalyst, what you might like to get involved in and what matters most to you.
It is a chance for those who don’t usually answer questionnaires, those who don’t shout loudest when something is wrong, to have a voice that will be heard and represented.
How does it work?
Every customer will have a chance to have their say. An external research team will be running the survey online, by email and over the phone. You can find out more on the website.
What is your role in the project?
As committee member, I was excited to hear about this initiative so volunteered to take part. I have been involved since the beginning in working out who should be involved and how to take this programme forward. I wanted to make sure that the project was worth it, and would produce positive results for customers and staff alike.
The business realises that there needs to be a radical shift away from assuming they know who the customers are and having a one size fits all approach. I have been deeply impressed and reassured throughout.
Why is it important for Catalyst?
The purpose of this project is to build a strong foundation of knowledge for the new merged organisation. It is easy for staff to pigeon hole or make assumptions about who the customers are based on locality, race and age and the process of delivering the services can be impersonal. This Segmentation Project will demonstrate that Catalyst want to reboot their view of who they serve, by finding out who their customers are and what they want.
Why should customers get involved?
This is a chance to inform the organisation about what matters to you in your job, home, community and what your goals are for the future. It is a chance to create changes that tackle personal, social and even global challenges.
If you get the chance to be involved and speak honestly, this project will enable Catalyst to identify who needs what, when and how – far more effectively. More than that – you will be part of a community that does listen and act on what you say.
What benefits will this project deliver for customers?
The feedback you give will mean that services and opportunities are tailored more to you. There will be more opportunities to be involved across the organisation – as those who want to be actively engaged can be connected up to others, as well as exiting new projects in the community that will benefit different groups.
Now’s the time to have your say – don’t delay, get involved now.