HCF Australia Customer Comms Mapping

— 2016

HCF Australia is dedicated to providing the highest quality customer experience to their customers.

In order to stay on top of their game HCF engaged The Now Protocol to complete a full audit, summary and provide recommendations for their customer communications and satisfaction ratings.

DELIVERABLES

Customer surveys and communication collateral audit
Customer Mapping and improvement recommendations
Installation in HCF's Sydney office
Print ready brochures

The project

HCF required specialist services to completely audit their suite of customer marketing collateral. The project required reviewing, analysing, scoring and summarising each piece of communication to then create an internal installation housed within HCF headquarters in Sydney, Australia.

The installation allowed HCF to walk their employees through the space, giving them a clear understanding of how the insurer engages with their customers from multiple product teams.