Our Customer Promise

We feel our industry hides behind poor customer service, complex pricing and lengthy, inflexible contracts. In terms of overall customer experience UK business customers have had a rough deal for too long – we want to change that.

To improve customer experience, we need to listen more, so based on what you’ve told us we have created the THUS Customer Promise – a public list of commitments to our customers which we will benchmark against our performance. In the spirit of being open and honest we will publish and make available each quarter, the results via our website.  This means you’ll see how well we’re doing and more importantly the action plans we will put in place to improve your experience with us. Our customer promise is focused on 4 key areas that have been identified for improvement as a direct result from your feedback.

Click on the buttons and read more about our promises and the targets that have been set.

 

Delivering excellent service

Once your order is placed we want you to be confident that your service will be delivered smoothly, with first class ongoing support ensuring any queries are answered promptly and accurately.

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Call Management Fault Management
1. Answering Calls 2. Taking Ownership 3. Point Of Contact 4. Response To Emails
We need to improve the time in which we answer your calls so that you can get the right help and advice from us when you need it. Your call will be answered by a trained professional with access to all your customer history. We promise to provide a designated point of contact for each fault or issue, plus clear meaningful updates whilst resolving the issue. We know email is a quick and convenient way for you to contact us, so we promise to improve our response times, and acknowledge your emails more quickly.
An update on our progress is coming soon
We aim to answer all Customer Service calls in under two minutes. We will ensure you don’t get transferred to more than one department. We will ensure that if you have a problem you’ll have a nominated contact to look after any issue you raise. We aim to acknowledge 90% of all email communication from you within two hours.
Billing Customer Satisfaction
5. Billing Accuracy 6. Resolution of Billing Issues 7. Reviewing Customer Satisfaction 8. Improving Customer Satisfaction
We promise to improve the accuracy of our billing, providing clear, simple , accurate and transparent invoices delivered in a way that suits you. We know how inconvenient it is should you receive an inaccurate bill. We promise to improve the time in which we correct your invoice. We understand how important it is that we constantly review the way we work to service the ever changing requirements of our customers. Using the information from our survey responses along with day to day customer feedback. We promise to produce robust improvement plans and implement them.
An update on our progress is coming soon
Our aim is to achieve 98% accuracy. If an invoice error occurs we promise to resolve it within 15 days of notification We will be regularly surveying all THUS and Demon customers on their recent interaction and experiences across all major service delivery and support processes. We’ll use Net Promoter Score methodology to track and measure the impact of improvements.

The right solution

We know that when placing an order for services or requesting quotes, you need honest and expert advice, clearly explained product details and frequent communication throughout the entire process.

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9. Understanding Your Requirements 10. Managing Your Expectations 11. Delivering Your Service
We promise that our sales experts will ensure your requirements are fully scoped and understood to help you choose the right solution for your business. To manage your expectations we promise to provide target lead times for every service we provide. We know that it is important to keep you informed every step of the way with the delivery of your service. We promise to improve the time in which we respond to your requests for updates.
An update on our progress is coming soon
We will ensure that customer requirements gathering and needs sign off processes are approved to ISO 9001-2008 standards and this process is regularly audited. We aim to place 100% of new orders received with our delivery teams within 24 hours. We aim to ensure that at least 75% of target lead times are met. We will provide proactive order status updates online via real-time information channels such as smartphones. However, should you request a specific update we aim to acknowledge 100% of requests within two hours and respond with an information update within eight business hours.

Being open and honest

We are committed to being open, honest and transparent about the customer experience we deliver. How we perform against our benchmarks, your feedback, and the action plans to continuously improve.

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12. How We’re Doing 13. Listening To Your Feedback 14. Continuous Improvement 15. First Time Resolution
We want to let you know how we’re doing, so we’ll publish helpful customer service KPI’s on our website with action plans detailing the areas for improvement. We promise to listen to your suggestions from our customer experience surveys and to implement your ideas and suggestions where possible. As we resolve customer issues we will monitor satisfaction by measuring Net Promoter Score (NPS). We promise to improve the amount of queries we resolve the first time you contact us.
An update on our progress is coming soon
We are committed to publishing our Customer Experience Service KPI’s on a quarterly basis. We will highlight and publish the top five issues from our customer experience surveys and our plans to resolve them. We will openly publish the change in our NPS scores for both THUS and Demon. We will try to resolve at least 50% of customer service queries at first contact.

Working with you

How we engage and communicate with customers is as important to us as it is you. Our people will provide a friendly, helpful service at all times, with one objective in mind – to delight our customers.

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16. Training And Development 17. Management Team 18. People Engagement
We promise to review our learning and development programme to ensure that our people receive relevant training to help them achieve success and deliver a better experience to our customers. We know we need to continually improve the way we engage with you. We promise your ideas and suggestions will be regularly reviewed by our management team and implemented where possible. We promise to ensure our people fully engaged with our business strategy. It’s important our people understand how they directly contribute to shaping and improving the overall experience we provide to customers.
An update on our progress is coming soon
We aim to have a robust training and development programme in place for all our people across all our business functions. Our management team will meet each month to review and discuss in detail customer experience survey results, customer suggestions and ideas, reviewing our progress against the promises we have made. Every quarter we will provide our people an update of THUS’ programmes, the progress we’ve made and how they’ve contributed to delivering the promises made to you.