What is a Customer Promise?

Customer Promise

a direct contact needs to happen with the customer to progress/close the case

What is an Internal Action?

Internal Action

a partner, fitter/estimator, supplier, or delivery service needs to be contacted

Why is it important to accuretly log if an activity is a Customer Promise or an Internal Action?

Customer Promises achieved are a business KPI. It is important that we are setting the activities accurately to give a true reflection of how many Customers we are failing

Of the cases that have been reviewed so far by the Flooring Operational trainers, 19% of the activities had been incorrectly set

Currently, Aftersales is sitting at 84.6% Customer Promises achieved can we get that figure even higher!

Questions?