The main channels our customers use to engage with us are through our call centre and our IVR and ZURI chatbot self-service options. Our Customer Operations team uses a variety of industry-standard metrics and thresholds to measure and monitor these diverse engagements.
Call centre performance
Overall, our performance was short of the thresholds we set for ourselves and, as a result, we have increased our pool of contract teams to enhance accessibility for our customers.
We also set ourselves the ambitious target of achieving a Customer Operations NPS of 50 overall in FY20, but achieved 38 for the year, due to accessibility challenges. Within this, our self-service chatbot ZURI was our top performing customer service channel and contributed 56 per cent of our overall NPS performance. This result suggests that the service is handling customer queries satisfactorily and we consider this an opportunity to increase and expand its offerings.