Customer first programme

Customer First is Northgate’s commitment to delivering an exceptional experience for every customer, every time. It’s a business-wide approach that places the customer at the heart of everything we do.

We introduced 5 touchpoint surveys at key stages of the customer journey. These focused surveys – delivered by text, email or QR code – enable customers to share their feedback in real time.

This helps us act quickly to improve their experience and celebrate what’s going well. The cornerstone is the Customer First Charter, setting out the behaviours we all commit to, in order to build stronger relationships and deliver meaningful outcomes.

It is also about empowering our colleagues and we introduced Customer Champions across the business. These colleagues are passionate about customers, helping to share ideas, raise issues, and drive local improvements. Our Customer First Awards recognise and celebrate the impact our people are making, honouring those who go above and beyond to deliver for our customers. Our Annual Conference is an opportunity to reflect on progress, share best practice, and build momentum around what matters most: our customers.

With a 46-point increase in NPS, we have made meaningful progress in our customer experience strategy, but it is a continuous process to enhance service quality, listen to feedback, and proactively address customer issues.