Our work
Since Accelerator launched in 2000, we’ve had the pleasure of working with over 400 UK and international organisations, helping provide valuable insights, develop people and bring pace to change.
Current and recent clients operate in a wide range of sectors:
Advisory & Development Services Automotive Construction & Property Education Environmental Services Facilities Management Financial Services Healthcare and Pharmaceutical Hospitality, Leisure & Tourism Industrial Products & Services Industry Bodies Manufacturing Public Services Retail & Wholesale Social Housing Technology & Telecoms Transport Utilities & Energy
British International Investment Plc
Frontier Economics
GamCare
Institute of Fiscal Studies
Investor in Customers (IIC)
National Legal Service
Adams Morey
Siemens Mobility
The Motor Ombudsman
Berkeley Group
Fernham Homes
Fora Space
Foxtons
Grainger
Landmark
Orega
Vibrant
Benenden School
Bournemouth University
Cambridge Education Group
City, University of London
Swansea University
Element Materials Technology
Sludge TEK
Wildlife Conservation Society
HomeGround
JPC by Samsic
NG Bailey
British International Investment Plc
Just Group
Pension Protection Fund
Prepay Solutions
Schroders Personal Wealth
Allergan
GamCare
Sovereign Health Care
Synlab
Alexandra Palace
Battersea Power Station
Heritage Venues
The Gym Group
The Travel Network Group
Knauf Insulation
Saint Gobain Weber
Zehnder Group UK
Association of Investment Companies (AIC)
Health and Care Professions Council (HCPC)
Performing Rights Society (PRS)
The Motor Ombudsman
AESSEAL
Berry BPI
Grundfos Pumps
Nestlé Professional
Waterloo Air Products
Dorset County Council
Hampshire County Council
Lichfield District Council
UK Parliament
Asahi UK
Deckers Brands
Hammonds
Wolverine Europe
Abri
L & Q Group
Notting Hill Genesis
Progress Housing Group
Rochdale Boroughwide Housing
Cybertill
Flomatik
NEC Software Solutions
Angel Trains
Go-Ahead Group
Hitachi Rail
Siemens Mobility
Southeastern
HomeGround's aim is to provide a high-quality level of customer service and to help their customers manage their rights and responsibilities as a leaseholder or freeholder.
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HomeGround’s Trustpilot score has continued to improve with them achieving a 4.5 star rating.- Quality of interaction with customers via phone and email improved dramatically.
- Improved consistency of delivery across all departments.
- Angel Trains’ customer satisfaction increased to 7.7 - the highest level for five years.
- Train operator ratings for ’customer value’ reached the highest-ever level.
- The overall Net Promoter Score, based on willingness to recommend Angel Trains, improved by 15 points compared to 2021.
In order to gain an impartial insight into its customers and suppliers, Angel Trains undertakes an annual independent assessment of the quality and strength of these relationships. The aim is to understand what works well but also to get to the heart of any issues in order to quickly make any required changes.
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Foxtons needed help to bring clarity to their customer service proposition and build confidence across their teams in delivering great service to landlords and tenants alike.
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- Employees reported to feel clarity and confidence in their expectations for delivery of customer service.
- After the delivery of our training Foxtons' customer service reviews on Trustpilot soared to 4.8 out of 5 which is regarded as 'Excellent'.
- We saw a 23% increase in employee engagement after working with employees at all levels within Foxtons.
- There was a 12.5% reduction in complaints directly going into the CEO, showing a real improvement in staff confidence and ability to deal with customer complaints.
- The Trustpilot reviews went from 3.9 to 4.6 in 7 months.
- In 7 months, service order costs reduced by 35% and compensation spend has been reduced by 40%.
It was really important to Hammonds that their customer service matched our premium quality products. In just 7 months of training their Trustpilot reviews went from 3.9 to 4.6.
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Together we found that investing in managers core leadership and management skills would further help retain top talent.
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- “Sufficient access to training & development” increased by 19%.
- “I feel the company cares about development” increased by 11%.
- “Activ8 is giving people a way forward with engagement and leadership and is a beneficial initiative”.
- Net Promoter Score increased from +47 to +51 in 3 years.
- Overall client satisfaction increased to 8.6/10
- Our survey identified pain points and 'quick fixes' to help improve client service.
Landmark wanted to go beyond flexible office space and benchmark against the best businesses for client experience. Find out how our research team carried out client surveys to find meaningful insights.
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Notting Hill Genesis (NHG) provide around 66,500 homes across a range of tenures and are committed to delivering good quality housing that is affordable for all. They are investing in the wellbeing of their own people to help make this possible.
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- Over 90 people have been trained in the last 18 months and over 120 in total. This represents 6% of NHG people being certified Mental Health First Aiders, which is well on track to achieving the ambitious target of having 10% of staff trained as MHFAs.
- NHG achieved silver in the Investors In People wellbeing award, for which the MHFA work was highly commended.
- At the start of 2022 NHG began to monitor the usage of their MHFA's. Following a communications campaign and being referenced in policies as key support their usage has increased 2000% since monitoring began and they play a key role in the mental health and wellbeing support.
- Over 1,000 staff trained in 90+ locations
- Net Promoter Score (NPS) increased to +63.6
- 200,000 more members post-training
The Gym Group was a pioneer for low-cost, no-contract gyms in the UK. In a fast growing sector, it was essential that the offering moved from a low-cost emphasis towards a service-focused proposition.
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The perception of customer service within the home building sector was at a low point and Berkeley Group wanted to change this. For Berkeley, a good NPS score wasn’t enough, they wanted to excel.
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- The 1st home builder to achieve Service Mark accreditation
- Best Customer Focus UK Customer Satisfaction Awards
- NPS Score ranks alongside world-class brands Apple and First Direct
- Compensation down from £103k to £36k
- Cost of administrating complaints down from £90k to £0
- Complaints reduced by 88% (from 945 to 112)
Before we started, Customer Satisfaction was at an all-time low of 19.7% at East Thames Group and a high volume of complaints were taking over 12 months to close.
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Allergan, a worldwide pharmaceutical company, recognised that its customer service approach was inconsistent across all of the business as well as within the business itself.
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- Worldwide delivery of customer service and service leadership training
- Training delivered in 9 different languages
- After training, 100% of participants felt more confident in dealing with challenging customer service situations
- Training delivered across Wales
- Training delivered to over 1,200 contractors
- Tripled the number of compliments within two years
In a sector that is all about reputation, Welsh Water aspires to be the most trusted provider of essential services, have the highest percentage of supporters amongst their customers and of pride amongst their colleagues.
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Hitachi Rail wanted improved clarity around its service quality and brand perception from customers, suppliers, influencers and other stakeholders in the UK and across Europe.
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- Partnered for 5 years
- Drives customer responsiveness and collaboration
- Delivers measurable annual NPS business KPI
