We are pleased to see that the many initiatives we have introduced to improve the way we deliver services to our customers are working!
We recently ran our annual customer satisfaction survey, which is now in its third year, and we would like to thank the many of you who took the time to share your experience and recommendations for improvement.
Konekt uses the widely used Net Promoter Score (NPS) as our overall measurement tool for customer satisfaction. We are very pleased with the significant improvement in our NPS year-on-year.
Overall, customers reported that they found Konekt to be fast, efficient and professional. Areas for improvement were consistency of follow up and better consistency between consultants.
Earlier this year we introduced the Ready Set Konekt education program which was developed in house to improve the induction and training of new Konekt consultants. There are a number of online training modules which provide detailed guidance on how to deliver Konekt services. We’re starting to see some really pleasing results from this program and we feel confident that this is beginning to address some of the consistency issues we have seen in the past.
We have increased our consultant headcount to satisfy customer demand and we’re focussing on consultant productivity. In the last year we have implemented individual consultant and management dashboards which provide a real-time view of key case statistics including costs, quality and outcomes.
Over the coming year we’re looking to continue the improvement we’ve seen in the delivery of a more consistent national service – looking at people, processes and systems.
There will be significant focus on the services we deliver to the life insurance industry to better meet the unique needs of that environment.
We will also be continuing to focus on making improvements to outcomes from Konekt EmployTM, our return to work
new employer service. Konekt EmployTM has delivered the largest outcome improvements across the business, but we still believe there is room for improvement.
Damian Banks, CEO
About Net Promoter Score
The Net Promoter Score (NPS) is a widely used measure of customer loyalty. Customers are sorted into promoters, passives and detractors by asking one question – What is the likelihood that you would recommend Company X to a friend or colleague?
Last year we announced our relationship with Soldier On and we were happy to be able to use our satisfaction survey as an opportunity to raising additional funds for Soldier On. We donated $3 for every completed survey to Solider On. Thanks again to those who completed the survey – in addition to helping Konekt you were helping Australia’s wounded warriors!
Konekt are proud to be partnering with Virgin Australia to deliver a range of injury prevention and management services across their Australian and New Zealand operations. The relationship is off to a great start and together we’re looking forward to driving continuous improvement in safety and rehabilitation performance.