Leading Edge was appointed by a UK-based contractor providing essential site services to public sector clients to implement a long-term customer satisfaction programme. The primary objective was to measure and monitor Net Promoter Scores (NPS) and related service performance KPIs on a quarterly basis, ensuring consistent feedback and actionable insight.
Objectives: Establishing Ongoing Feedback and KPI Monitoring
The project aimed to:
- Develop a structured framework to track customer satisfaction KPIs over time.
- Generate Net Promoter Scores to assess client loyalty and willingness to recommend.
- Collect open-ended qualitative feedback to contextualise the metrics and reveal detailed service insights.
By building a system for continuous measurement, the contractor sought to embed customer feedback into day-to-day service improvement and strategic planning.
Methodology: Structured Interviews Using CATI and Systematic Sampling
Leading Edge designed a detailed customer satisfaction questionnaire tailored to the services provided. We used Computer-Assisted Telephone Interviewing (CATI) to ensure:
- Consistency in data capture
- Accuracy in coding quantitative scores and verbatim feedback
- Efficient storage and retrieval of insights for ongoing analysis
Each quarter, a random and representative sample of customers was interviewed to build a robust picture of service performance across different contracts and geographies.
Data was compiled into spreadsheet reports, with:
- NPS calculations
- KPI trend comparisons
- Thematic summaries of qualitative feedback
Outcomes: Insight-Driven Service Improvements and Accountability
The results enabled the client to:
- Track fluctuations in customer satisfaction over time
- Quickly identify and address issues flagged by clients
- Use NPS and qualitative feedback to inform internal reviews and performance targets
This structured approach gave operational teams clear visibility of their performance and equipped leadership with evidence to support continuous improvement efforts.
Why This Matters in Government Services Contracts
Public sector clients have high expectations for service delivery, transparency, and accountability. By implementing quarterly feedback loops and acting on customer sentiment, this contractor demonstrated its commitment to performance monitoring and responsive service — building trust and strengthening long-term relationships.
