Case Study

Homeserve repairs relationships with their customers.

Homeserve sought a way to reduce complaints and put their customers first

Repairing homes and relationships

After receiving a record-breaking fine, HomeServe, one of the UK’s leading home assistance providers, knew it had to drastically change its culture and put the customer first. Using the Rant & Rave Platform, everyone from agents in the contact centers to engineers visiting customer homes can access feedback about the experience they’re providing, in real time. Outstanding customer comments are recognized and celebrated by the entire company, and the Rant & Rave score is now so important to the organization, that no one gets a bonus if the score isn’t high enough. Due to such great success in the UK by putting the customer at the heart of everything they do, HomeServe even rolled out Upland Rant & Rave in the US too!

The proof’s in the pudding

  • Captured 2.1 million pieces of feedback since implementing Upland Rant & Rave
  • Seen complaints to trading standards decrease by 96%
  • Achieved a Customer Satisfaction Score of 99% in the US

Customer Voice

“From the frontline to the boardroom, we’ve seen brilliant engagement with the Rant & Rave Platform. The feedback we capture is invaluable in helping us to ensure we put the customer at the heart of everything we do.” Greg Reed | Chief Executive Officer, HomeServe Membership | HomeServe

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