All of Rosti's KPIs (Key Performance Indicators) are agreed as standards for all the sites, displayed prominently and updated daily. Every Rosti employee goes through the Customer Care Centre at least once a week.
To drive this initiative, we have created the Role of Customer Care Champion at every site. Each of these Champions is appointed to steer this programme forward and manage a network of Customer Care departmental representatives, with direct reference and access to each site's Managing Director.
And in order to hear the customers' voice and capture their feedback and any concerns, we have developed a web-based communications tool, for round the clock access. Known internally as the Listening Post, this helps us listen to our customers, identify opportunities, flag any problems and reach out for new levels of customer care.
Finally, and as a critical element of the programme, Customer Care Training Modules have been implemented for all of our employees. These modules help us all to understand how to manage customers' basic requirements, and how to identify and implement "Excite" opportunities - as well as aiding efficient working behaviour both inter and intra Rosti departments.
Listening – hearing – engaging and implementing is how we can best fully realise our mission, value and commitment to all our customers.