Case Study: Voice of the Customer at Affinity Water

Evolution of Voice of the Customer Forum – 6th February 2014 Morag Kent, Lead Voice of the Customer Manager, Affinity Water Morag will focus on ‘metric merits’ (NPS vs NES) using diffferent metrics for different channels and on the importance of listening to both your people and customers. She will also take delegates through some Voice of the Ppeople initiatives at Affinity

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