ITS Customer Promise
The customer experience is at the centre of everything the ITS team do, and our Customer Promise as our commitment to the experience you can expect, regardless of your role, how you contact us or where you are located.
About our customer experience journey
The whole ITS team completed a multi-module Customer Experience programme in late 2019 with the intention to create a ‘promise’ that outlined our commitment to our customers planned for early 2020.
Covid-19 and Alert Level 4 lockdown put a stop to this plan…
Feedback from our customers in the lead up to, during and post lockdown and subsequent changes in Alert Levels was overwhelmingly positive about the services and support the ITS teams provided during what was a challenging and sometimes uncertain time, with a strong sentiment of caring coming through the commentary.
When work returned to somewhat normal operations later in 2020, the ITS team took the opportunity to reflect on the behaviours that the team demonstrated during this time that made things work from a customer perspective, and challenge how we could continue to provide this excellent service going forward.
From that we now have a ‘promise’ statement for ITS based around the theme of C-A-R-E.