DAEMON CHALLENGED THE WAY WE WERE THINKING AND
WERE ABLE TO REALLY DRILL DOWN ON SOME OF THE ISSUES
WE WERE FACING AND SUPPORT US WITH THE OUTPUTS
Ziggy Liaquat
Operations Director, Edexcel
EDEXCEL – ITS PEOPLE AND ITS CUSTOMERS
DAEMON GROUP UNCOVERS THE REAL ISSUES BEHIND EDEXCEL’S CUSTOMER SERVICE
CHALLENGE
Edexcel wanted to understand why its customers
were unhappy with the service they were receiving,
despite obvious efficiencies in their service.
Daemon Group – Case Study
STRATEGY
Edexcel’s primary objective was to engage with and
understand how customers felt about them both
in the UK and internationally. By involving internal
stakeholders, the senior management team could
understand the reasoning behind the low priority
given to customer service.
One to one interviews, insight groups and
workshops were held with employees.
These findings provided the background to
research out with external customers. All findings
were mapped to identify synergies and gaps in
perceptions and experiences of both audiences.
RESULTS
Measurements for success were implemented at all
levels and changes can already be seen across the
business. Front line employees were encouraged
to use the information to help them to improve
customer service and bridge any gaps.
Support has been given to internal teams through
a framework of workstreams and workshops
addressing concerns they have, while giving them
the tools they need to be able to provide higher
customer service levels across all areas. It is
predicted that this framework will ensure future
long term success and loyalty with both internal and
external customers.