{"id":23406,"date":"2024-08-09T10:44:56","date_gmt":"2024-08-09T09:44:56","guid":{"rendered":"https:\/\/ocs.com\/uk\/?p=23406"},"modified":"2025-02-24T12:44:22","modified_gmt":"2025-02-24T12:44:22","slug":"understanding-our-customers-experiences-matter-with-ukaea","status":"publish","type":"post","link":"https:\/\/ocs.com\/uk\/news\/understanding-our-customers-experiences-matter-with-ukaea\/","title":{"rendered":"Understanding Our Customers: Experiences Matter with UKAEA"},"content":{"rendered":"    <section \n        id=\"block_acf-block-66b6029ee1d18\" \n        class=\"text-[#475467] prose-h1:font-semibold prose-h1:mb-10 prose-headings:font-medium prose prose-ocs prose-li:pl-0 w-full max-w-none\n        \"\n        style=\"background-color: #FFFFFF;\"\n    >\n        <p>The UK Atomic Energy Authority (<a href=\"https:\/\/www.gov.uk\/government\/organisations\/uk-atomic-energy-authority\">UKAEA<\/a>) is a UK government research organisation responsible for the national fusion energy research programme, sponsored by the UK Government\u2019s Department for Energy Security &amp; Net Zero.<\/p>\n<p>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.<\/p>\n<p>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:<\/p>\n<ul>\n<li><b>Ability to Identify Key Areas. <\/b>By using QR codes we can pinpoint exact locations to see where we are getting positive\/negative feedback so we can see if it&#8217;s an isolated issue or what trends are occurring.<\/li>\n<li><b>Tracking satisfaction over time.\u00a0<\/b> This empowers teams to make informed improvements to mitigate future customer dissatisfaction.<\/li>\n<li><b>Immediate automatic email triggers notifying the team of issues. <\/b>This means that the team can resolve issues as soon as they arise.<\/li>\n<li><b>Visual dashboard.<\/b> 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.<\/li>\n<\/ul>\n<p>In October 2023 the Experiences Matter QR code feedback was launched at UKAEA as a pilot.<\/p>\n<p>The pilot ran for 2 months and saw some of the following benefits<\/p>\n<ul>\n<li><b>Overwhelmingly positive feedback.<\/b><b>\u202f<\/b>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.<\/li>\n<li><b>Constructive feedback enabled the team to improve the services delivered. <\/b>Feedback from a customer notified the team that the sensors on some of the waste bins weren\u2019t working. The team were then able to resolve this issue promptly.<\/li>\n<li><b>Promoted collaboration. <\/b>The success of this approach has encouraged the customer to engage us in new projects such as feminine hygiene products.<\/li>\n<\/ul>\n<p>Following the successful pilot the CX team have been rolling out the feedback across the UKAEA\u2019s 60 plus buildings.<\/p>\n    <\/section>\n\n\n    <section id=\"block_acf-block-66b6029ee1d4c\" class=\"px-4 py-8 md:px-8 relative overflow-hidden rounded-3xl\" style=\"background-color: #F7FBF7 ;\">\n        <svg class=\"text-[#d6ead6] absolute -top-[31px] -right-[52px] w-[280px] h-[280px] md:-top-[35px] md:-right-[68px]\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 345 348\" preserveAspectRatio=\"none\">\n            <g fill=\"currentColor\" opacity=\".1\">\n                <path d=\"M37.763 65.46 64.38 38.674a173.12 173.12 0 0 1 21.277-14.72L23.135 86.87a174.285 174.285 0 0 1 14.628-21.41ZM4.894 131.987c.777-3.131 1.639-6.228 2.582-9.289l113.785-114.5a170.68 170.68 0 0 1 9.231-2.6L4.894 131.987ZM.068 163.603c.147-2.442.344-4.87.59-7.284L154.672 1.336c2.399-.248 4.812-.446 7.239-.594L.068 163.603ZM.444 189.985A176.37 176.37 0 0 1 0 183.742L181.924.674a173.1 173.1 0 0 1 6.204.447L.444 189.985ZM4.071 213.09c-.415-1.83-.8-3.672-1.158-5.524L205.6 3.606c1.841.359 3.671.747 5.49 1.165L4.071 213.09ZM10.127 233.758a173.1 173.1 0 0 1-1.713-4.967L226.692 9.141c1.656.55 3.301 1.125 4.935 1.723l-221.5 222.894ZM18.155 252.44a173.983 173.983 0 0 1-2.175-4.502L245.72 16.755a171.56 171.56 0 0 1 4.473 2.188L18.155 252.44ZM27.888 269.407a175.49 175.49 0 0 1-2.583-4.091L262.988 26.139c1.368.847 2.723 1.714 4.065 2.599L27.888 269.407ZM39.168 284.817a173.977 173.977 0 0 1-2.96-3.712L278.679 37.11c1.244.976 2.474 1.969 3.689 2.978l-243.2 244.729ZM51.912 298.754a174.74 174.74 0 0 1-3.32-3.348L292.89 49.571a174.152 174.152 0 0 1 3.327 3.342L51.912 298.754ZM66.1 311.237a174.123 174.123 0 0 1-3.684-2.984l243.241-244.77a174.342 174.342 0 0 1 2.965 3.706L66.099 311.237ZM81.765 322.234a172.453 172.453 0 0 1-4.059-2.605l239.255-240.76c.882 1.348 1.745 2.71 2.59 4.084L81.765 322.234ZM99.006 331.645c-1.501-.711-2.99-1.443-4.466-2.196L326.72 95.808a172.535 172.535 0 0 1 2.182 4.494L99.006 331.645ZM118.002 339.29a172.923 172.923 0 0 1-4.927-1.732L334.779 114.46a173.589 173.589 0 0 1 1.72 4.958L118.002 339.29ZM139.057 344.863a171.346 171.346 0 0 1-5.48-1.176L340.87 135.091c.418 1.828.807 3.666 1.168 5.515L139.057 344.863ZM162.689 347.844a172.903 172.903 0 0 1-6.19-.461l188.043-189.226c.189 2.066.342 4.143.458 6.229L162.689 347.844ZM189.868 347.253c-2.391.241-4.797.432-7.216.572l162.33-163.351a175.2 175.2 0 0 1-.569 7.262L189.868 347.253ZM223.135 340.537a170.58 170.58 0 0 1-9.181 2.549l126.318-127.112a173.708 173.708 0 0 1-2.533 9.239L223.135 340.537ZM278.57 311.515a173.062 173.062 0 0 1-20.231 13.668l64.142-64.545a174.297 174.297 0 0 1-13.583 20.358l-30.328 30.519Z\" \/>\n            <\/g>\n        <\/svg>\n                <div class=\"relative grid gap-8 md:gap-6\">\n                            <p class=\"text-ocs-gray-nav text-[26px] md:text-[22px] font-medium leading-[34px] md:leading-[30px] -tracking-[0.5px] text-crop\">\n                    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.<br \/>\r\n<br \/>\r\nThe 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.<br \/>\r\n<br \/>\r\nUKAEA 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.                <\/p>\n                                        <div class=\"flex items-center gap-3 md:gap-2\">\n                                                                <div>\n                                                                                                <p class=\"font-medium text-base text-ocs-blue-navy\">\n                                        Tamsyn Simpson                                    <\/p>\n                                                                                                                        <p class=\"text-sm text-ocs-blue-navy\">\n                                    UKAEA Service Support Manager                                <\/p>\n                                                    <\/div>\n                                    <\/div>\n                    <\/div>\n    <\/section>\n\n\n    <section \n        id=\"block_acf-block-66b6029ee1d5d\" \n        class=\"text-[#475467] prose-h1:font-semibold prose-h1:mb-10 prose-headings:font-medium prose prose-ocs prose-li:pl-0 w-full max-w-none\n        \"\n        style=\"background-color: #FFFFFF;\"\n    >\n        <p>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.<\/p>\n    <\/section>\n","protected":false},"excerpt":{"rendered":"<p>UKAEA was in search of a way to engage with their customers to receive feedback on their facilities, the OCS CX team stepped up and designed Experiences Matter.<\/p>\n","protected":false},"author":62,"featured_media":10000019002,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[293,272,19],"tags":[41,263],"country":[],"class_list":["post-23406","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cleaning","category-public-sector","category-news-type","tag-cleaning","tag-public-sector"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - 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