Our first engaged customer scrutiny hackathon focused on improving annual gas servicing, as chosen by customers. A hackathon is a one-day workshop where customers analyse all the facts about a particular topic and suggest ideas to improve the service. We used the scrutiny hackathon approach to give our customers the opportunity to review the services they receive.
Our scrutiny champions took part in fact-finding work six weeks before the hackathon workshop. This time was used to find, define and measure customers’ main concerns and involved gathering feedback, investigating complaints, reviewing communications, reading policies, talking to customers and interviewing our contractors.
We delivered seven sessions in total to allow our engaged customers to gather information about these issues. The findings were shared during the scrutiny hackathon, where the group suggested ideas that would improve services for all customers. A total of 49 improvements were captured.
Our new scrutiny improvements tracker will give customers instant access to review what stage we are at with each improvement suggested for annual gas servicing. Giving our customers the opportunity to scrutinise the services they receive allows them to share their experiences.
If you would like to take part in the next scrutiny hackathon, please fill in our form and we will keep you updated!