Key Dates

We Identified service issues and ran a small trial to test the concept of using video calls for repairs.

We planned the bigger pilot, trained staff, and tested the technology.

Five members took part in Customer Panel Testing  This was to test the new video repairs service. .We started collecting feedback and identifying key issues (such as Android phone connectivity). 

We used the feedback from this session to make improvements and got some important insights from the customers' point of view

We collected and analysed customer feedback. Extra training was provided, and adjustments were made to address issues.

We decided to extend the pilot until mid-May due to the success of the trial and the need to address the identified issues

We are reviewing the success of the current pilot and customer feedback to decide whether to permanently expand the video call service to cover more types of repairs.