We know that communications and awareness are important right across the Intacts journey. We set out to design and deliver improved intact content on our Chorus website, which is aligned with our customer’s key communications for their intact journey.

What did we do?

In August we reached out to a group of end-customers who had moved into an intact premise in the last three months. The customers we spoke to were from all over New Zealand and with a range of Internet Service providers. The purpose was to gain a view of the current experience and communications and get their feedback on some proposed copy for the Chorus website.

Benefits to the end-customer and RSP 

• Improve customer experience by;

  • Aligning comms

  • Expectation setting

• Reduction in missing ONT power cable delays

• Reduction in cancellations and rework

What did we learn?

We gathered a range of insights from these interviews about what was working well and what wasn’t with the current experience and the communications they received and got some valuable feedback on the new website copy we were proposing. These learnings included:

• Lack of clarity on the timelines – customers weren’t clear on exactly how long before their new connection date they should be contacting their service provider.

• Simple and concise language is appreciated – the use of any industry jargon can make the process sound more complex than it is.

• Customers want to know about improving their in-home experience – through easy access to useful links and resources about the options available to them.

What actions did we take as a result?

• We created a new webpage with simple instructions on how to set up your fibre connection when moving house and are sharing this webpage through social media and real estate industry websites to raise awareness.
  
  
  Check out the webpage >

• We also used the insights to create a simple checklist to help guide the communications sent to customers who are going through the journey to get connected at an intact premise. The checklist might be a handy tool to refer to next time you’re reviewing your customer communications.
  
  
  View our customer comms checklist >

• We also found that the connect and replace process is particularly complex to understand from an end customers perspective, so we worked on creating a simple explanation of the connect and replace process to use with customers who aren’t familiar with our back end processes, to help them understand why they might experience delays in getting connected.

“If the previous resident hasn’t yet notified their broadband provider that they’re moving out, then we’ll need to give them five days’ notice before we can process your request. We do this to ensure no one’s service is disconnected incorrectly.”

Have feedback or want to get in touch with the team?

You can contact the team at intacts@chorus.co.nz