Challenge
HomeGround rely on customer feedback to help them improve their service. One of the barometers HomeGround base their customer service on is their Trustpilot rating. HomeGround have come on a journey over the past 18 months where their TP review has increased from 1.8 to 4.5 out of 5. Trustpilot feedback highlighted some needs for further training with reviews ranging from 1 star to 5 stars.
HomeGround had run training sessions previously, however with new joiners and a more focused approach on customer care, a refresher company wide was needed. They ultimately wanted to improve the customer experience but most importantly bring consistency across every area of the company. There are several different niche departments working in silos further highlighting the need to drive a consistent approach.
Each department understand their own functions in depth, but it was more critical that everyone within HomeGround was driven by the same ethos running through the heart of the company.