Client: Homeserve


Active Thinking worked with the Customer Journey Consultancy to undertake a review of Homeserve’s customer-centric culture to see what improvements could be made.

Our review looked at the key operational aspects of the business from the engineers undertaking repairs, appointments contact centre, general contact centre as well marketing, sales and retention. This included their CEC - customer experience committee.

We made a broad range of recommendations and sought to understand what ‘great’ looked like and the practical steps that could be taken to improve customer loyalty and retention.