Exceptional Customer Experience

We're relentlessly seeking to make every customer contact an exceptional experience

Customer centricity is at the heart of our strategy.

Our vision is to "Deliver an exceptional customer experience at every opportunity that is designed around customer needs and provides value to their business."

To achieve this, we're relentlessly seeking to make every customer contact an exceptional experience through our multi-channel services. 

Our progress in Q3

Improvements to the Xoserve website

• Technical architecture updated

  The website has successfully migrated to the latest technical architecture - Umbraco version 10. This latest version ensures we have continued support and maintenance, along with regular security releases. 
  
  

• Improved Change content through Project1Stop

  Project1Stop was successfully delivered, with customers now able to view the overall change process in a clear and visual way. We've also improved Change Pack response functionality, enabling users to save and share their responses before submitting. 
  
  Find out more 
  
  

• Enhanced invoicing content

  We have reviewed additional content, all focussed on invoicing tasks and user journeys on the site. We've also developed new functionality, which will enable you to get a breakdown of your invoices and charges.
  
  

• Contact Xoserve content

  We’ve reviewed user journeys and identified areas we can signpost to improve how you contact Xoserve and our relevant teams.

Our focus for Q4 

• Enhanced invoicing content

  We'll introduce enhanced invoicing content, targeted to improve key user journeys. This will include new functionality enabling you to get a breakdown of your invoices and charges. Some of this information is located in a complex spreadsheet, and we'll revamp this content to make it accessible and user-friendly. 
  
  

• Contact Xoserve content

  We'll introduce new content which will improve how you contact Xoserve and our relevant teams. We'll share further information on this ahead of the launch. 

Benefits

We use our annual Customer Satisfaction Survey to measure the results of these investments. It’s a transparent way for customers to see how we’re performing – and hold us accountable for the results.

These activities will deliver significant improvements in:

• Right First Time (RFT)
• On-time Delivery (OTD)
• Customer Effort (CE)

You can find more information on this investment theme, along with the benefits these activities will deliver, in our 2022 Business Plan.

Get in touch 

If you have any questions about this investment theme, or if you'd like to know more, please email uklink@xoserve.com.