Entrust UK is an innovative service company that exists to make life easier for its customers. The Entrust UK service is designed to eliminate the inconvenience of home delivery – the all-day wait for the engineer who never arrives – the ‘timed’ delivery slot sometime between 7am and 7pm. 

With the rise in home installations of services such as broadband, cable and satellite on the increase, plus the rise in online shopping, householders are expected to be at home at a time that suits the supplier.  Entrust UK counts many household names among its clients, including Argos, Aviva, BAT, Hammonds, Lloyds and Sky. These companies offer the Entrust UK service to their employees, reducing the need to waste annual leave waiting at home for a delivery or installation appointment.

Entrust UK is a business built entirely on the quality of customer satisfaction – therefore gaining feedback from customers is essential to maintain consistently high service levels and implement improvements.

Originally each customer was automatically sent an online survey after each delivery was completed, to gauge satisfaction levels and request feedback. Although there were no complaints, the response levels were running at a poor 15%.

Implementing other survey methods such as IVR or individual telephone interview would have added extra cost to the customer, as well as the time taken to collate and evaluate the input.

The choice of OnePoint’s mobile system as a feedback tool now enables Entrust UK to offer their customers a simple, accepted means of communication. A text message offers customers the option of taking part in a short survey on their mobile phone. The response rate has rocketed from 15 per cent online to some 70 per cent via mobile surveys.  Satisfaction rates are 100 per cent.  The free text option also enables customers to comment over and above the survey responses, and invites them to suggest any improvements:

“This is the first time I have used the service – it was great not to have to take another day off work!”

“I have used your service before and find it extremely useful. This time in particular I was advised of the delivery at very short notice but you were still able to help me with just one day’s notice ……… I unfortunately cannot think of any improvements to suggest!”

“Our house warden was extremely helpful and efficient. Many thanks.”

Linda Stone, Entrust UK operations director, said: “OnePoint is simple and accessible – it’s a streamlined service that we can control and adapt to ensure our customers can give the most valuable feedback. We can check and verify customer satisfaction levels at any time via the online portal – and seeing a consistent 100 per cent is the best feedback of all!”

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