Agile Comms earns insight6 excellence mark

From day one, customer experience (CX) has been at the heart of everything we do at Agile Comms. It has always been our mission to prove that there are good guys out there in the world of comms, and that telecoms companies should not get away with confusing contracts, long tie-ins, and poor service. We have now taken this commitment to customer experience even further by partnering with leading CX specialists, insight6, and earning their Excellence Mark.

This recognition continues a successful year of awards and accreditations for Agile Comms and highlights that our CX-led approach continues to deliver real and measurable results for our clients.

About Insight6

Insight6 is one of the UK’s leading specialists in customer experience, providing a nationwide network of experts who work with businesses like us to measure, improve and embed CX at the heart of operations. They provide a real-time feedback platform which allows us to get instant insights from our clients and work towards a culture of continuous improvement.

Their Excellence Mark is awarded to organisations that succeed in embracing CX and demonstrate measurable efforts to deliver the best outcomes for clients.

the insight6 excellence mark

Our Relationship With Insight6

For some time, we have been working with Rhian Huxtable, insight6’s CX Specialist from Devon and Cornwall. Together, we developed a structured programme that we could use to measure, manage and continually improve our customer experience.

A number of initiatives took place and continue to happen as part of this working relationship. We’ve implemented monthly client surveys using insight6’s instant feedback platform, introduced post-installation reviews (such as for our 300-user system upgrade for Plessey), and embedded CX coaching and mentoring across our wider team. These activities deliver real-time feedback and allow us to ensure that every interaction we have with clients can be refined and improved through real insights.

Ollie Jackman and James Fisher of Agile Comms pictured with Rhian Huxtable from insight6

 

The Results

Since working with insight6 and really drilling into our CX, our clients have seen measurable improvements in the way they work with us. By listening to the feedback we’ve gathered we’ve been able to deliver a greater number of projects without compromising on service quality. We’ve also helped our clients improve their own enquiry handling and customer experience with the right communications systems and strategies. 

CX data has also been crucial in the wider growth of the Agile Comms name, helping us to win and be nominated for a range of local and national awards, as well as successfully earn a place on the Crown Commercial Service public sector framework. 

As well as being recognised with the insight6 Excellence Mark, our CX efforts also see us maintaining an NPS score (those who would recommend us) of +90. This far exceeds the industry average, and we will continue to embrace ways to maintain such high levels of service even as we continue to grow.

Commenting on the relationship with insight6, Ollie Jackman, Co-Founder and Director, said:

“We are thrilled to receive the Client Experience Excellence Mark from insight6. At Agile Comms, delivering outstanding client experience is at the heart of everything we do, so it’s rewarding to have that commitment recognised. Our ongoing partnership with insight6 provides valuable client feedback, which helps us measure and manage our customer-first approach. It’s made a real impact.”