As we continue to look into ways of improving customer service, it is imperative that we listen to our customers and act upon their feedback.
With this in mind, our Customer Services team is currently heading up a company-wide programme called Mind the Gap, with a remit to understand the gap between the service we believe we provide to our customers, and the reality of their perceptions of Edexcel. The programme will produce solutions that will reduce the gap between the two.
Focus groups have already taken place with both customers and staff, and these will continue over the coming months.
As a result, we already know some of the changes that need to be made, but much is still unknown as we continue to explore how we are perceived in the marketplace.