In order to achieve it’s target of 90% customer satisfaction, Westward enlists iESE to help them understand their customer journeys. Despite the business enjoying more than 85% customer satisfaction, they wanted to do more to improve their customer service. As a result of a high-level business review that identified significant waste activity, Westward underwent an organisational restructure. After only two weeks of the new structure the call transfer rate dropped from 34% to 14%. This shows how understanding customer demand helped to reduce failure demand in the organisation.
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