CASE STUDY 2: THE NATIONAL AUTISTIC SOCIETY
In 2010 The National Autistic Society (NAS) completed a Customer Experience Audit with ReynoldsBusbyLee (RBL) which identified a number of areas for concern for external contacts and donors trying to reach the Supporter Care teams.
As a result NAS appointed RBL to conduct a thorough audit of all customer touch points within the organisation, to map the flow of contact and to provide clear and actionable recommendations for the organisation to move forward.
RBL met with the Heads of Fundraising and Individual Giving and agreed the scope of the project. We identified all touch-points for supporters, donors and service users calling NAS. RBL then interviewed each team to gain a detailed understanding of the flow of all contacts.
RBL then documented and mapped all flows which provided NAS with a clear understanding and vision of how supporters, donors and service users interacted with the organisation.
RBL created process maps and provided a detailed report of all findings. The report also provided a practical and actionable set of recommendations for the future of supporter and donor care and service users. Our recommendations included simplified and clear sign-posting for all contacts.
NAS began implementing the recommendations in 2012-13, launching a new Supporter Care team which has significantly improved the service delivered to supporters and donors.
“RBL helped us demystify what experience our supporters actually have of the NAS - we knew there would be room for improvement but it was exceptionally helpful to hear very specifically and from a supporters perspective where the issues were. The first phase was so enlightening that we asked them to complete an internal audit across all departments and of all key supporter related processes, and recommend precisely what we needed to do and how much it would cost. I wouldn't hesitate to work with them again.”