It’s a green light on our reschedules opportunity
Over the past few months we’ve been talking to you about a new opportunity we identified to significantly reduce reschedules on the day. The idea is to seek active confirmation of appointments by consumers, with unacknowledged appointments being rescheduled.
You gave us feedback on this opportunity including on the results from our test (i.e. no truck roll unless active confirmation of appointment by consumer). Our analysis showed the test results met or bettered our view of what ‘good’ test results should look like.
Based on your feedback and this analysis, we’ve decided to implement the initiative on a BAU basis from 9 December 2019.
What’s happening
We have been investigating ways to improve the efficiency of installation crews by reducing the number of wasted truck rolls, where the crew arrive and no one is home or property is not ready for the install. The idea is to seek active confirmation of appointments by consumers, with unacknowledged appointments being rescheduled.
We ran a consultation process to understand in more detail what the implications and impacts of this approach were for your business. Although there were some clear concerns about implementation and related to understanding our test results, we didn’t receive any feedback which suggested the proposal should not go ahead. We’ve used this feedback to help us make a decision about whether to proceed with this proposal.
Our analysis of the test results for this initiative was positive in that we met or exceeded the measures of success we’d identified earlier in the consultation process. A summary of this analysis is set out below. Check out the full test results here for more details.
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Summary of chorus measures |
Results |
|---|---|
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Confirmation rates increase by ~10%
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Achieved – 82% |
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Reschedules on the Day reduction for confirmed orders of ~4%.
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Achieved – 6.3% |
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Repurposed appointments through active confirmation cancellations will be determined based on agreed Test Size
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Achieved – 1,358 appointments |
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CX Performance is equivalent to BAU in Overall Satisfaction.
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Achieved – 8.0 |
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Met Commit is equivalent to BAU. |
Achieved – Met Commit performance is in line with BAU performance during the Test period. |
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Chorus Escalations do not increase materially. |
Achieved – no escalations received by Chorus. |
What’s the details
So, it’s a green light! We’ve decided to implement the initiative on a BAU basis from 9 December 2019.
- Some of you indicated in your feedback the importance of a sufficient notice period if we decide to implement this change.
- Most of you considered four weeks to be sufficient.
- You told us you need this time to change your customer comms and adequately train your frontline staff on the internal changes you are making in response to this proposed change.
Based on this feedback, we’re giving you 4 weeks’ notice of implementation of this opportunity.
We’ve appreciated your patience and the positive engagement from industry in the consultation process, recognising that change – even where it brings benefits - can bring challenges. We believe improvements like this which reduce reschedules on the day benefit the whole industry.
This particular improvement will help to increase the number of completed connections on a day and reduce lead times, which potentially improves customer experience as well as ensuring better utilisation of our techs.
Next steps
1. Service Level Impact
This initiative has no impact on service level reporting. If the consumer fails to confirm an appointment the order will be held CTA: customer to advise.
This is very similar to where a technician arrives on site to find no-one home and notes the job as CTA: customer to advise. We will then follow the current process of trying several times over the next three days to confirm a new appointment with the consumer before referring an order back to the service provider to reschedule (using the code SA: service provider to advise). At that stage, if the service provider fails to reschedule within the agreed time the order will be cancelled.
2. Future health check
We are keen to check back in on how this initiative is tracking from a BAU basis. We’ll wait for a few months from implementation to do this. Over a two week period in March 2020 we plan to run service company call quality checks and also gather data to provide an update of our previous measures of success. We’ll make these results available to the industry in April (timing subject to availability of CX data). In addition, this review will give you an opportunity to raise any issues you’ve experienced with this approach on a BAU basis so we can continue to collaborate in making further improvements.
3. Dedicated webpage
We’ve created a dedicated space on the Chorus Service Provider website in which you’ll find all the information related to this project. This webpage will remain available to you indefinitely. We’ll let you know if we intend to remove or relocate this page.
Contact
For any queries please contact your Account Lead or Service Delivery Manager.