The UK Atomic Energy Authority (UKAEA) is a UK government research organisation responsible for the national fusion energy research programme, sponsored by the UK Government’s Department for Energy Security & Net Zero.
The UKAEA were keen to implement an intelligence-led approach to collecting customer feedback on the facilities services and understand how their customers feel about their buildings and the facilities following the pandemic.
In September 2023 the OCS Customer Experience (CX) team worked closely with the UKAEA to build a bespoke system that could enable customers to give feedback and included the following benefits:
- Ability to Identify Key Areas. By using QR codes we can pinpoint exact locations to see where we are getting positive/negative feedback so we can see if it’s an isolated issue or what trends are occurring.
- Tracking satisfaction over time. This empowers teams to make informed improvements to mitigate future customer dissatisfaction.
- Immediate automatic email triggers notifying the team of issues. This means that the team can resolve issues as soon as they arise.
- Visual dashboard. The results of the survey feedback link directly into a visual Power BI report which allows the team and customers to view live responses as they come in. It also provides a detailed breakdown of the survey results, so that satisfaction trends can easily be identified.
In October 2023 the Experiences Matter QR code feedback was launched at UKAEA as a pilot.
The pilot ran for 2 months and saw some of the following benefits
- Overwhelmingly positive feedback. An impressive Customer Satisfaction Score (CSAT) of 100% is supported by the many comments highlighting the great work of the team. These operatives received an OCS Star Award. By using CSAT, we can set a benchmark of customer satisfaction for the services delivered, so we can see when customers are less satisfied and track trends across time to ensure we are improving.
- Constructive feedback enabled the team to improve the services delivered. Feedback from a customer notified the team that the sensors on some of the waste bins weren’t working. The team were then able to resolve this issue promptly.
- Promoted collaboration. The success of this approach has encouraged the customer to engage us in new projects such as feminine hygiene products.
Following the successful pilot the CX team have been rolling out the feedback across the UKAEA’s 60 plus buildings.
UKAEA has implemented various customer feedback systems over a long period of time, however, we have never found a system in which customers fully engage. The Customer Experience (CX) team at OCS took this information and designed a QR Code Touchpoint Feedback Programme with a focus on customer interaction and generating real-time feedback on the cleanliness of facilities at Culham Campus.
The CX team have been on hand for every stage of the feedback pilot and made changes for the benefit of the system and the customers and clients along the way, along with creating marketing material and engaging QR signs specifically designed for Culham Campus.
UKAEA has dashboard access to all the data which is submitted and the QR feedback system and has proven very successful for this contract, we have found that customers are more engaged with submitting feedback this way.
Tamsyn Simpson
UKAEA Service Support Manager
If you would like to find out more about the QR code system please contact the OCS Customer Experience team on ocs.customerexperience@ocs.com.
