CXCS Group
“At CXCS, our clients are at the heart of everything we do. Their feedback helps us continually improve our services, strengthen relationships and ensure we’re delivering the high standards they expect.”
Karen Powell, Managing Director, CXCS Group
What starts as a programme to understand the prospective client experience soon becomes much more.
Working with insight6, CXCS Group is using feedback from customers and colleagues to shape change, strengthen its culture and develop its people – with impressive results.
In this case:
CXCS Group: Project Overview
From Measurement to Meaningful Action
CXCS Group wants to know what it is really like to do business with them.
The team partners with insight6 to get an honest, independent view of the experience it delivers to prospective clients – and identify where it can be even better.
The relationship starts with a monthly programme of Customer Experience Reviews. These measure how prospective clients experience CXCS across telephone enquiries, both in and out of hours, and online enquiries.
But the numbers quickly open up a much bigger conversation.
The focus expands from customer experience to colleague engagement, leadership and development. Today, insight6 works alongside CXCS to help the team understand what its customers and people are saying – and, importantly, what to do about it.
About CXCS Group
Practical Support for Businesses Across England and Wales
CXCS Group provides specialist compliance and business support to organisations across England and Wales.
With its roots in agriculture, CXCS is an industry-leading agricultural compliance specialist, helping farming businesses navigate regulation, inspections, accreditation, funding, Health & Safety and HR.
The business also supports SMEs across a range of commercial sectors with practical HR and Health & Safety consultancy.
Its approach is built around understanding each client’s business and providing practical, tailored advice that helps organisations stay compliant, protect their people and operate with confidence.
The Challenge
Seeing the Business Through Different Eyes
CXCS wants an objective view of the experience it provides to prospective clients.
Monthly Customer Experience Reviews provide an independent benchmark across key enquiry channels and help the business understand what customers really experience.
The customer insight prompts CXCS to look at another important part of the experience – its people.
A previous annual employee survey highlighted room for improvement. Rather than simply repeat the exercise a year later, Karen and the team want to understand what sits behind the feedback and start a more meaningful conversation with colleagues.
They needed more than another survey. They need regular insight they can act on.
The challenge is not simply to collect more feedback. It is to understand what the feedback means, involve colleagues in the process and use the insight to make meaningful improvements across the business.
Our Approach
Turning Insight into Action
Insight is only valuable if you know what to do with it.
Robert Southall, insight6 Customer Experience Specialist for Worcestershire and Shropshire, works closely with Karen and the CXCS team to turn feedback into practical action.
Monthly Customer Experience Reviews provide an impartial view of the prospective client experience, while instant insight gives the team a regular pulse on colleague engagement.
Robert then works with Karen through monthly mentoring sessions to explore what the results are really saying and where to focus next.
That leads to Focus Groups with the newly created Engagement Council, team training days and, more recently, a management development programme.
As the insight evolves, so does the support.
CX Solutions
Listening to Customers and Colleagues
CXCS uses a combination of insight6 solutions to understand performance and support improvement:
Regular reviews provide an impartial view of the prospective client experience across telephone and online enquiries.
Monthly employee engagement surveys give CXCS a regular pulse on how colleagues feel and provide actionable feedback throughout the year.
Focus Groups with the Engagement Council allow CXCS to explore feedback in greater depth and involve colleagues directly in shaping improvements.
Monthly mentoring supports the leadership team in understanding the feedback, identifying priorities and translating insight into action.
Team training and management development build the skills and confidence needed to embed change across the organisation.
Together, these solutions move CXCS beyond simply measuring experience.
They help the business understand what needs to change and give its people the support to make it happen.
Project Outcomes
The numbers tell a strong story.
The impact is clear.
CXCS’s Google reviews have trebled in six months, strengthening its online reputation and giving more clients a voice.
Its Net Promoter Score (NPS) sits at 89 YTD – 27 points above the industry average – and peaked at an impressive 96 in June.
Colleague advocacy is strong too, with its Employee Net Promoter Score (eNPS) remaining at 74 YTD.
Customer Experience Review scores also consistently sit between 80% and 90%.
But perhaps the biggest change is what happens behind the numbers.
Feedback is no longer a once-a-year exercise. It is part of how CXCS listens, learns and develops its people. Several managers are now progressing through a development programme, helping to build the leadership capability that supports the business as it moves forward.
Recognised for Customer Experience (CX) Excellence
Putting Clients at the Heart of the Business
CXCS Group’s commitment to its clients is recognised with the insight6 CX Excellence Mark.
The recognition demonstrates that customer experience is not a one-off initiative at CXCS. It is an ongoing commitment to listening, learning and improving.
“At CXCS, our clients are at the heart of everything we do. Their feedback helps us continually improve our services, strength
Karen Powell, Managing Director, CXCS Group
en relationships and ensure we’re delivering the high standards they expect. Achieving the CX Excellence Mark is a fantastic recognition of our team’s commitment to putting our clients first.”
Karen Powell, Managing Director, CXCS Group
By combining independent customer insight with colleague feedback, leadership development and continuous improvement, CXCS creates an approach that benefits its customers, its people and the business.
Discover how your organisation can achieve the same recognition through the insight6 CX Excellence Recognition Scheme.
Want to understand what your customers and colleagues really think?
insight6 helps organisations turn customer and employee feedback into practical action that improves experiences and business performance.
Contact your local CX Specialist to start the conversation.
insight6’s end-to-end customer experience (CX) solutions have earned us a reputation as the partner of choice for many forward-thinking companies. Our network of local specialists provides on-the-ground support. Don’t let an inadequate customer experience ruin your reputation or impact your success. Get in touch today to schedule a no-obligation chat with your local CX specialist or a free demo of our total feedback solution—instant insight.
