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EMIS shortlisted for two UK Customer Satisfaction Awards
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EMIS has been shortlisted for the Best Customer Satisfaction Strategy and Customer Feedback Strategy awards by The Institute of Customer Service UK.
The industry-recognised awards look at organisations that have implemented successful customer service strategies. Delivering a high standard of customer experience is at the very heart of our strategy in order for us to support our customers to do what they do best – providing patient care to the UK public.
Throughout the year the emphasis on transformation and customer satisfaction has seen us implement a number of features into ServiceNow, including Spotlights and Agent Workspace.
We also completely revolutionised our Support Induction programme which resulted in huge positive internal feedback on the knowledge levels of new starters working on the support desk from day one, as well as a notable increase in customer satisfaction figures.
Additionally we’ve rolled out a new telephony system, made access to EMIS Now quicker, easier and more automated for our customers, taken a 3-month deep dive into our data to gain better insights for future improvements, and revamped our customer satisfaction and continual improvement process.
As a result we have now been shortlisted as finalists for the following two awards:
Customer Feedback Strategy Award
- This award looks at how easy an organisation makes it for customers to provide feedback and how the organisation closes the feedback loop. Being shortlisted for this award demonstrates that we have a clear commitment to feedback and customer engagement, to help improve the service offering.
Best Customer Satisfaction Strategy Award
- As a finalist for this award, it shows that we have developed a strategy that has measurably improved customer satisfaction rating and that we have a clear strategic plan.
The winners will be announced in March 2023 – so keep your eyes peeled for the results!