Quality and Commitment
“There were about 80 events often running concurrently. In order to meet this challenging rollout schedule, there needed to be a large team of VerbatimPlayback™ actors who could all represent the views of the colleagues in a consistent way. The quality and commitment of the whole team was exemplary from the very first event to the very last. These events would undoubtedly have made less of an impact had it not been for the VerbatimPlayback™ concept and the talent and determination of the VerbatimPlayback™ team.”
Major UK Supermarket Retailer
The brief was to develop a programme to enable staff to engage in the new company value, thereby ensuring a higher and more consistent quality of service.
The solution?
Deliver insights to deepen understanding of the working environment in order to facilitate change. Using research interviews VerbatimPlayback™ actors represented the voice of staff to leaders as if engaged in two-way conversations. The programme proved to be a dramatically compelling solution in helping to gain access to information allowing a improved customer experience as a direct consequence of gaining a better understanding of staff experiences.
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