Weekly HealthCheck:

In November 2004 ByBox launched a continuous improvement initiative to ensure it really understood what its customers wanted. It is simple. Every Friday all customers receive a call from their account manager and are asked a simple question: “Score us out of 10 for this week”.

The score, and accompanying comments, are logged on ByBox’s web system in the usual way, allowing complete visibility of customer feedback for every ByBox employee every week.

A summary report is generated on Sunday evening, which is reviewed by ByBox’s executive team. Any issues which arise are then assigned to a dedicated team, ready to be resolved on Monday.