Elevating our Member Experience

Elevating our Member Experience

At ANZRP, our commitment to excellence is unwavering. This year, we took a significant step forward in enhancing our member experience by engaging Darrell Hardidge, a renowned Customer Experience (CX) expert, and the CEO and founder of Saguity, a company which measures customer service excellence. With a remarkable track record of interviewing over 750,000 end-user customers from hundreds of companies, Saguity has pinpointed the key drivers that not only make a company number one but also build the strongest teams.

Unveiling Critical Insights

Recently, Darrell joined us at the ANZRP office for an insightful workshop focused on customer appreciation and building superior reputation and service. This session was the culmination of qualitative CX surveys conducted with our members earlier this year. The results shed light on what our members value most and how we can continuously improve our service delivery.

Overall, the things our members really value include:

  • Communication
  • Excellent customer service
  • Protecting member brand reputation
  • Excellent response to requests made

Our members would like more of:

  • ESG/ Sustainability plan and program support
  • ANZRP information available for convenient inclusion in sales documents, tenders and internal and external communications.
  • Circularity stories
  • Remote community program enhancement
Collaborative Efforts for Continuous Improvement

One of the most engaging parts of the workshop was the breakout sessions, where we formed teams to brainstorm and develop plans for improving our communications internally and with our members and stakeholders and both companywide and by team.

Moving Forward

The insights gained from the workshop (underpinned by the customer experience surveys) are invaluable as we continue to strive for service excellence. We are dedicated to implementing these findings and continuously refining our approach to meet and exceed the expectations of our members.