“Excellence in CX” Awards 2024

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“Excellence in CX” Awards 2024

It’s that time of the year again!

At Deep-Insight, we have the privilege of partnering with some amazing organisations who work hard to ensure that their customers – and employees – have their voices heard loudly.

Good companies use the Voice of the Customer to drive strategy across all areas of their business. We are proud to work with customers who align with our mission to ‘Inspire Transformation’ based on open and honest feedback from customers. That is what our Customer Relationship Quality (CRQ) framework and methodology is designed for.

With these awards, we want to showcase some of the great CX work that we have seen in 2024.


4 Award Categories in 2024

Each year, we ask our Deep-Insight CX consultants to reflect on the ordinary and extraordinary things that their clients have done over the previous 12 months. We ask them to nominate any client that has taken a different or unique approach, or that has simply done the basics customer experience tasks really, really well.

We then have a series of discussions to decide what awards should be given, and which clients should be nominated for those awards.

This year, we have decided to make four awards in the following categories:

 Using CRQ for Growth

 

The layers of CX maturity are many and varied. As with any methodology, the value from CRQ is only as effective as the teams who use it. The most mature organisations not only use CRQ to inform strategic decisions. They also use it as an integral sales tool to validate, support and drive revenue growth.

Best CRQ Response

 

When customers share their views with you, they expect you to respond. The surprising this is that the leadership teams in many companies struggle to respond effectively. A good response requires decisive action and an ‘execution’ mindset to follow through with decisive strategic decisions.

Embracing CRQ

 

Many people view customer experience as a set of tasks: customer journeys, mapping, surveys. Steps in an overall programme. Few companies embrace it as a way of life. It’s not easy, and requires leadership. Companies that  embrace CX invariably receive strong recognition – and more business – from their customers.

Best CRQ Comms

 

Customer Relationship Quality (CRQ) is not just about sending out surveys. It requires active involvement from customers, and it needs all employees in a company to embrace it wholeheartedly.  Communications – both internal and external – are key to a successful CX programme.

In the second week of December, we will announce the winners, just in time for Christmas.

We can’t wait!


A Reminder of Last Year's Winners

open eir wins Best CRQ Newcomer 2023 award

open eir was awarded Best CRQ Newcomer in the Deep-Insight Excellence in CX Awards for 2023. 

Insight won the award for Best CRQ Engagement last year. They contacted 203 key decision makers, influencers and operational contacts across their strategic clients in Europe. 100 of the 203 responded – a whopping 49% engagement rate. 

DWF, a long-standing customer of ours, has been awarded Best CRQ Score with a a CRQ score of 6.0 (as well as a Net Promoter Score of +62).

Pelican Self Storage was awarded the Best Focus on ERQ prize for its ongoing commitment to Employee Relationship Quality (ERQ), the sister methodology to CRQ.

 

“Excellence in CX” Awards 2023 – That’s a Wrap!

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“Excellence in CX” Awards 2023 – That’s a Wrap!

Congratulations to our 2023 Winners

2023 That's a Wrap

This is the second year of Deep-Insight “Excellence in CX” Awards.

These awards focus on companies that we have worked with in 2023 that have embraced our Customer Relationship Quality (CRQ) framework and methodology to make meaningful change for both their customers and their employees. 

That makes us very proud!

Before we talk about the winners, let’s answer the following question:

What do we mean by ‘Excellence in CX’?

Deep-Insight is a small team of Customer Experience (CX) consultants who work extremely closely with our customers. The single question which drives us in each engagement is “will this programme inspire transformation in our client organisations?”.

Transformation does not need to be, and usually isn’t, a huge significant event in itself. When done well, transformation is a series of small, well thought through changes and improvements. Transformation is only worth it if it leads to growth, and it always does when it is inspired by the customer.

Also, we are not interested in vanity projects! We are focused on our core mission of Inspiring Transformation i.e. effective, growth-oriented use of Customer Experience (CX) and Employee Experience (EX).

This is what excellence in customer experience looks like and it is the foundation on which our customers build their CX and EX programmes.

AND THE 2023 WINNERS ARE…

 
open eir wins Best CRQ Newcomer 2023 award

open eir has been awarded Best CRQ Newcomer in the Deep-Insight Excellence in CX Awards for 2023. We are thrilled for them.

If you live in Ireland, you’ll know open eir. It’s the wholesale arm of Ireland’s largest telecommunications company. At some point you will have seen their vans on the streets, and their technicians out and about, installing fibre lines and connections into business premises and homes across Ireland. 

This is a truly deserved award as it’s hard to believe that open eir’s very first Customer Relationship Quality (CRQ) assessment was launched to its customers as recently as October 2023.

Maeve O’Malley recently took on the role as Managing Director at open eir Wholesale and in recent weeks has been leading the charge with open eir’s response to its clients and partners.

Maeve has over 24 years of experience in the telecommunications industry and joined eir in 2013. According to Maeve:

“open eir is delighted to be working with Deep-Insight and are already finding huge value in the insights and input from the team as we continue our journey of transforming our customers’ and partners’ experience with us.”

Read more about open eir’s win here…

Best CRQ Engagement

When we run a Customer Relationship Quality (CRQ) assessment at Deep-Insight, the average completion rate for our surveys is around 35%. If it is a first-time assessment, the average participation rate is lower – typically 30%. So that’s the figure we were expecting to achieve at Insight.

However, the senior leadership team at Insight had different plans. Jill Murray, Vice President Marketing EMEA at Insight led the programme. Adrian Gregory, President of EMEA, sponsored it. Together, they felt that 30% was a pretty low hurdle to achieve so they mobilised their regional and country managers, plus all of their account managers, to start a conversation with key clients across Europe. The message was simple: We want to be better partners for you, so we need your help to tell us what we’re good at, and where we need to improve.

Insight contacted 203 key individuals – key decision makers, influencers and operational contacts – from a selection of their strategic clients across Europe. 100 of the 203 responded – a whopping 49% engagement rate. 

Jill Murray has this to say about receiving the award:

“Our unwavering commitment to our clients drives us to constantly improve our solutions and expertise in order to provide exceptional service. It is with great pride that we accept this award from Deep-Insight, a testament to the hard work and dedication of our teams in building strong client relationships and driving meaningful business outcomes.

As a leading Solutions Integrator, we are thrilled to continue supporting our clients on their digital journeys and enhancing the experience we deliver.”

Read more about Insight’s win here…

Best CRQ Score

DWF, a long-standing customer of ours, has been awarded Best CRQ Score in Deep-Insight’s “Excellence in CX” Awards this year.

We will always be the first to say that great Customer Experience should NOT be about scores only. It’s about much more than that. However, this year we want to recognise DWF for their amazing Customer Relationship Quality (CRQ) scores regardless as they have been consistently rewarded with glowing reviews from their clients as part of the CRQ programme.

With a CRQ score of 6.0 (as well as a Net Promoter Score of +62) we can call this a truly phenomenal set of scores. On top of this, DWF is notorious within Deep-Insight for struggling to get their clients to give any negative feedback at all – a true testament to how much their clients value their relationships with DWF!

 

Sir Nigel Knowles is CEO of DWF, having previously served as Chairman of the Group from September 2017 to May 2020. Sir Nigel Knowles shared:

“We are very proud of this award from Deep-Insight which reflects the exceptional client relationships we have been able to develop thanks to the hard work, dedication and excellence of our colleagues.

The valuable insights provided by Deep Insight are helping us to go even further, continuing to enhance the way we support our clients.”

Read more about DWF’s win here…

Focus on Employee Relationship Quality (ERQ)

Doing the right thing for customers means doing the right thing for your employees.

We award the “Best Focus on ERQ” prize to the company that shows the greatest interest in Employee Relationship Quality (ERQ), the sister methodology to CRQ.

Pelican Self Storage has been a client of ours for years, and it has been a privilege watching the Pelican management team take the views of its employees so seriously over that time.

 

Burkhart Franz is CEO of Pelican and has always been a huge advocate for his management team and all of his employees across Denmark, Sweden and Finland.

“Our twice-a-year employee satisfaction surveys, alternating the eNPS (employee Net Promoter Score) question and the more in-depth Employee Relationship Quality (ERQ) assessment are now in their 7th year.

They have clearly made Pelican a more employee-focused organization. Over the years we have addressed many issues that had previously wiped the smiles off the faces of our collaborators, from slow internet connections and faulty printer set-ups to significant changes in management style, workplace scheduling and internal communication. As a result, we have very low employee churn in what are otherwise red hot labor markets; a premium service proposition; and the happiest customers in our industry.”

Read more about Pelican’s win here…

Pelican wins “Best Focus on ERQ 2023” Award

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Pelican wins “Best Focus on ERQ 2023” Award

It’s time to announce the final winner in Deep-Insight’s “Excellence in CX” Awards this year.

Doing the right thing for customers means doing the right thing for your employees.

We award the “Best Focus on ERQ” prize to the company that shows the greatest interest in Employee Relationship Quality (ERQ), the sister methodology to CRQ.

Pelican Self Storage has been a client of ours almost as long as I have been with Deep-Insight, and it has been a privilege watching the Pelican management team take the views of its employees so seriously over that time.

Over the years, I’ve seen effective leadership and organisational success in Pelican. This is all due to the crucial aspect of managing relationships with employees who are able to provide valuable feedback through a safe platform. That has allowed the leadership team to evolve and grow the company while always thinking about their people.

Burkhart Franz is CEO of Pelican and has always been a huge advocate for his management team and all of his employees across Denmark, Sweden and Finland.

“Our twice-a-year employee satisfaction surveys, alternating the eNPS (employee Net Promoter Score) question and the more in-depth Employee Relationship Quality (ERQ) assessment are now in their 7th year.

They have clearly made Pelican a more employee-focused organization. Over the years we have addressed many issues that had previously wiped the smiles off the faces of our collaborators, from slow internet connections and faulty printer set-ups to significant changes in management style, workplace scheduling and internal communication. As a result, we have very low employee churn in what are otherwise red hot labor markets; a premium service proposition; and the happiest customers in our industry.”

Huge congratulations to everyone in Pelican for winning this award. 

Alexandra Calugarici

 

 

About Pelican Self Storage

Pelican Self Storage is leading Nordic brand within private and business self storage. We have locations in Denmark, Sweden and Finland which are all centrally located and easily accessible.

Self storage is for everyone
We strive to be the preferred service partner for people moving to and from the big city – for people moving abroad to work – for people moving in together or back home – for people getting married or having children – for people who don’t have a cellar or attic space at home. In short, we are there when life demands more space.

We take pride in good old-fashioned service
Our job is to provide outstanding service so our customers experience the extraordinary when choosing Pelican Self Storage. Every day, we work hard to provide a service level beyond the ordinary, and our staff is dedicated to make customers experience that something extra at our stores.

We distinguish ourselves, among other things, by always having service-oriented staff on site 6 days a week, as well as providing warm and extra secure storage units. Our goal is to ensure that as a customer, you will experience good old-fashioned personal service and a high level of quality in our storage services. Find out more at pelicanselfstorage.dk.

About Deep-Insight

Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds. Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to establish and operate world-class Customer Experience (CX) and Employee Experience (EX) programmes.

For more information, go to deep-insight.com or email us at sales@deep-insight.com.

DWF wins “Best CRQ Score 2023” Award

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DWF wins “Best CRQ Score 2023” Award

No ballots or voting in this category, just facts!

DWF, a long-standing customer of ours, has been awarded Best CRQ Score in Deep-Insight’s “Excellence in CX” Awards this year.

We will always be the first to say that great Customer Experience should NOT be about scores only. It’s about much more than that. However, this year we want to recognise DWF for their amazing Customer Relationship Quality (CRQ) scores regardless as they have been consistently rewarded with glowing reviews from their clients as part of the CRQ programme.

With a CRQ score of 6.0 (as well as a Net Promoter Score of +62) we can call this a truly phenomenal set of scores. On top of this, DWF is notorious within Deep-Insight for struggling to get their clients to give any negative feedback at all – a true testament to how much their clients value their relationships with DWF!

I’ve personally been involved in DWF’s CRQ journey from the start and I always look forward to working together on the programme as they are such a pleasure to work with. The extreme care they show their clients carries on throughout their whole organisation.

This year, Fiona Lynch was also part of the Deep-Insight team that ran the CRQ programme for DWF. Fiona adds:

“DWF has a dynamic, engaging team and I really enjoyed working with the team this year. Their collaborative approach and the high standard of deliverables they provided during the CRQ programme make it easy to see why they receive such great CRQ scores. DWF is the well-deserved winner of our highest CRQ score award this year.”

Sir Nigel Knowles is CEO of DWF, having previously served as Chairman of the Group from September 2017 to May 2020. Sir Nigel Knowles shared:

“We are very proud of this award from Deep-Insight which reflects the exceptional client relationships we have been able to develop thanks to the hard work, dedication and excellence of our colleagues.

The valuable insights provided by Deep Insight are helping us to go even further, continuing to enhance the way we support our clients.”

Huge congratulations to everyone in DWF who work so hard on a daily basis to provide clients with an amazing experience. A special shout goes to Karen Lees and Marcin Sus for driving the CRQ programme internally and making the client census programme such a success!

Fabienne Falvay

 

About DWF

DWF is a leading global provider of integrated legal and business services. They deliver Legal Services, Legal Operations and Business Services to their clients.

Find out more about DWF at dwfgroup.com.

About Deep-Insight

Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds. Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to establish and operate world-class Customer Experience (CX) and Employee Experience (EX) programmes.

For more information, go to deep-insight.com or email us at sales@deep-insight.com.

Insight wins “Best CRQ Engagement 2023” Award

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Insight wins “Best CRQ Engagement 2023” Award

Today we are delighted to announce the second winner in the 2023 Deep-Insight Excellence in CX Awards.

Today’s category is “Best CRQ Engagement“.

CRQ stands for Customer Relationship Quality but what exactly is Engagement, you might ask? Engagement is all about convincing your customers to give you feedback on your performance, and then working closely with them to improve the overall customer experience. The “Best CRQ Engagement” winner is the company that does the best job at eliciting the most feedback from its customers. Think of engagement as the completion rate you achieve when you send out a customer survey to all of your key accounts.

This year’s winner is Insight EMEA, the European arm of the Fortune 500 leading Solutions Integrator Insight Enterprises.

What exactly is a Solutions Integrator, I also hear you ask? Well, Solutions Integrators work as both a service provider and an advisor to ensure a project is successfully delivered from the initial concept all the way through to execution. That advisory work can also extend beyond implementation to ongoing support, management and optimisation. Also, Solutions Integrators are equipped to deliver meaningful change and a greater return on investment at a global scale.

What is a Good Engagement Score?

Some time ago our Operations Manager Alex Calugarici wrote a blog on the topic of engagement rates in a B2B environment. 

In that blog, Alex explains that when we run a Customer Relationship Quality (CRQ) assessment at Deep-Insight, the average completion rate for our surveys is around 35%. If it is a first-time assessment, the average participation rate is lower – typically 30%. So that’s the figure we were expecting to achieve at Insight.

However, the senior leadership team at Insight had different plans. Jill Murray, Vice President Marketing EMEA at Insight led the programme. Adrian Gregory, President of EMEA, sponsored it. Together, they felt that 30% was a pretty low hurdle to achieve so they mobilised their regional and country managers, plus all of their account managers, to start a conversation with key clients across Europe. The message was simple: We want to be better partners for you, so we need your help to tell us what we’re good at, and where we need to improve.

Insight contacted 203 key individuals – key decision makers, influencers and operational contacts – from a selection of their strategic clients across Europe. 100 of the 203 responded – a whopping 49% engagement rate. 

Jill Murray has this to say about receiving the award:

“Our unwavering commitment to our clients drives us to constantly improve our solutions and expertise in order to provide exceptional service. It is with great pride that we accept this award from Deep-Insight, a testament to the hard work and dedication of our teams in building strong client relationships and driving meaningful business outcomes.

As a leading Solutions Integrator, we are thrilled to continue supporting our clients on their digital journeys and enhancing the experience we deliver.”

About Insight

Insight Enterprises, Inc. is a Fortune 500 Solutions Integrator with more than 13,000 teammates worldwide helping organisations accelerate their digital journey to modernise their business and maximise the value of technology. We enable secure, end-to-end transformation and meet the needs of our clients through a comprehensive portfolio of solutions, far-reaching partnerships and 35 years of broad IT expertise.

Rated as a Forbes World’s Top Female-Friendly Company and a Great Place to Work, we amplify our solutions and services with global scale, local expertise and a world-class e-commerce experience, realising the digital ambitions of our clients at every opportunity. Discover more at uk.insight.com.

About Deep-Insight

Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds. Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to establish and operate world-class Customer Experience (CX) and Employee Experience (EX) programmes.

For more information, go to www.deep-insight.com or email us at sales@deep-insight.com.