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 Hospitality, Leisure & Tourism Industrial Products & Services Industry Bodies Manufacturing Marketing Services Pharmaceutical 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)
Vistage International
Cox Automotive
The Motor Ombudsman
Toyota Motor Manufacturing
Vodafone Automotive
Berkeley Group
EKFB
FirstPort
Fora Space
Foxtons
Grainger
Landmark
LendLease
SafeMove (Yorkshire Water)
Benenden School
Bournemouth University
Cambridge English Language Assessment
City, University of London
IDP Connect
Swansea University
ALS Life Sciences
Restore Group
SGS
Wildlife Conservation Society
HomeGround
JPC by Samsic
NG Bailey
British International Investment Plc
Cabot Credit Management
Just
Prepay Solutions
Schroders Personal Wealth
Biotronik
Birchgrove
GamCare
Sovereign Health Care
Spire Healthcare
Synlab
Alexandra Palace
Battersea Power Station Development Company
Heritage Venues
London Marathon Events
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)
Recruitment & Employment Confederation (REC)
The Motor Ombudsman
AESSEAL
Berry BPI
Grundfos Pumps
Nestlé Professional
Waterloo Air Products
Aimia
Gold Key Media
Interel
Nectar Loyalty
PH Media Group
Spektrix
Allergan
Eli Lilly and Company
Fresenius Kabi
Pfizer
Dorset County Council
Hampshire County Council
Lichfield District Council
UK Parliament
Asahi UK
Carpetright
Deckers Brands
Hammonds
PizzaExpress
Wolverine Europe
L & Q Group
Notting Hill Genesis
Saffron Housing Trust
Shepherds Bush Housing Group
Thirteen Group
Biotronik
Cybertill
Flomatik
Interphone
VocaLink
Angel Trains
Go-Ahead Group
Hitachi Rail
HS2
Siemens Mobility
Southeastern
IMServ
tRIIO
Welsh Water
Yorkshire Water (SafeMove)

Angel Trains

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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  • Customer FocusAngel Trains’ customer satisfaction increased to 7.7 - the highest level for five years.
  • Thumbs UpTrain operator ratings for ’customer value’ reached the highest-ever level.
  • Net Promoter ScoreThe overall Net Promoter Score, based on willingness to recommend Angel Trains, improved by 15 points compared to 2021.
  • Thumbs UpEmployees reported to feel clarity and confidence in their expectations for delivery of customer service.
  • Customer FocusAfter the delivery of our training Foxtons' customer service reviews on Trustpilot soared to 4.8 out of 5 which is regarded as 'Excellent'.
  • Thumbs UpWe saw a 23% increase in employee engagement after working with employees at all levels within Foxtons.

Foxtons

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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Hammonds

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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  • Complaints DownThere 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.
  • Net Promoter ScoreThe Trustpilot reviews went from 3.9 to 4.6 in 7 months.
  • Compensation DownIn 7 months, service order costs reduced by 35% and compensation spend has been reduced by 40%.
  • Thumbs Up“Sufficient access to training & development” increased by 19%.
  • Members“I feel the company cares about development” increased by 11%.
  • Thumbs Up“Activ8 is giving people a way forward with engagement and leadership and is a beneficial initiative”.

St George

Together we found that investing in managers core leadership and management skills would further help retain top talent.

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Landmark

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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  • Net Promoter ScoreNet Promoter Score increased from +47 to +51 in 3 years.
  • Customer FocusOverall client satisfaction increased to 8.6/10
  • Thumbs UpOur survey identified pain points and 'quick fixes' to help improve client service.
  • MembersOver 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.
  • Thumbs UpNHG achieved silver in the Investors In People wellbeing award, for which the MHFA work was highly commended.
  • Net Promoter ScoreAt 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.

Notting Hill Genesis

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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The Gym Group

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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  • Staff LocationsOver 1,000 staff trained in 90+ locations
  • Net Promoter ScoreNet Promoter Score (NPS) increased to +63.6
  • Members200,000 more members post-training
  • Home Check MarkThe 1st home builder to achieve Service Mark accreditation
  • Customer FocusBest Customer Focus UK Customer Satisfaction Awards
  • Thumbs UpNPS Score ranks alongside world-class brands Apple and First Direct

Berkeley Group

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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East Thames Group

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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  • Compensation DownCompensation down from £103k to £36k
  • Administration DownCost of administrating complaints down from £90k to £0
  • Complaints DownComplaints reduced by 88% (from 945 to 112)
  • Administration DownWorldwide delivery of customer service and service leadership training
  • Staff LocationsTraining delivered in 9 different languages
  • MembersAfter training, 100% of participants felt more confident in dealing with challenging customer service situations

Allergan

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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Welsh Water

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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  • Staff LocationsTraining delivered across Wales
  • MembersTraining delivered to over 1,200 contractors
  • Thumbs UpTripled the number of compliments within two years
  • MembersPartnered for 5 years
  • Customer FocusDrives customer responsiveness and collaboration
  • Net Promoter ScoreDelivers measurable annual NPS business KPI

Hitachi Rail

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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