Page 15 - Granite Group - 2023 Colleague Engagement Survey

Customer
You’re the reassuring, customer focused
professional voice of the business.
Customers hold the key to our success:
it is why they are at the heart of everything we do. We aim to provide our customers with a best-in-class service and respond
to their needs in a professional and empathetic manner. This not only builds customer loyalty, but also sets the stage for increased brand recognition and positive word-of-mouth referrals.
We're focused on improving the customer and employee journey.
Areas of opportunity:
Less than half of survey responders thought we had processes and systems that provide our customers with the best possible service. This is something the Group
is prioritising for improvement.
Next steps:
The business has invested a huge amount in new systems and processes to improve our customer experience; the roll out of the new ICE system continues across our remaining product areas. This includes customer communications and enhanced system functionality for colleagues,
in order to better serve our customers’ needs more efficiently.
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