The 1st home builder to achieve Service Mark accreditation
Best Customer Focus UK Customer Satisfaction Awards
NPS Score ranks alongside world-class brands Apple and First Direct
The Challenge
The perception of customer service within the home building sector was at a low point and Berkeley Group wanted to change this. For Berkeley, a good NPS score wasn’t enough, they wanted to excel. Accelerator was challenged to help the Group to become recognised as not only the ‘best in the sector’ but across all industries, leading the way in customer service.
We have partnered with Accelerator for several years to deliver significant cultural and organisational improvements across the Berkeley Group. Their experience, objectivity and challenge has helped us in many ways, from developing and embedding new core values, through to the rollout of service-focused training to all our employees and long-term development of our future leaders. Our service reputation is externally recognised, and not just for being the best in our sector! We couldn’t have done this without the support of a trusted team at Accelerator.
The Solution
Accelerator started at the top of the company. With the introduction of leadership and management training, the senior team at Berkeley made a commitment to a new service culture based on ‘the human factor’, breathing this change into all aspects of the business.
This new approach led to customer service training at all levels, sharing best practices and developing additional training solutions to keep building on improvements. Together, we also developed the Berkeley Group Values that have created a mind-set of ‘world-class customer service’.
The Results
Berkeley Group put their customers at the very heart of a solution. The cultural change within the business allows for customer-centric decision making, that influences all staff behaviour in their day-to-day roles. With an improved culture, staff are more engaged and are staying longer. Referrals are on the rise and, together with increased repeat business, Berkeley are on their way to being a recognised leader in service across all sectors.
