UK Training Industry Press Releases

Echelon's innovative approach sees its clients improve levels of customer satisfaction and stakeholder ‘value for money'.

Organisation development consultancy Echelon has developed a programme that is producing noticeable results as its clients produce increasingly high levels of customer satisfaction and ‘value for money' for all stakeholders.

To date within the public sector, Echelon's ‘service DNA' programmes, focused on customer loyalty, have seen:

• One NHS Trust - over two years - score significantly better on issues that mattered to patients.
• A 65 per cent increase in compliments and 40 per cent reduction in complaints sustained throughout 2008 by this same business.
• One Council consistently outperforming the top quartile for customer service performance by seven per cent.
• Over 1,000 improvement ideas collected in three months from staff at one organisation in the health sector.
• A 2 per cent overall increase in passenger numbers for an organisation in the public transport sector

According to Jenny Hill, who heads up Echelon's consultancy team: "Service users of public sector organisations like healthcare, education, councils and public transport frequently feel like hostages: they have little or limited choice to transfer their loyalties and can quickly become disaffected.