The voice of our customers

Released 26/02/18

We get feedback about our services and policies from many sources, including what we call our Voice of the Customer groups.

These groups are made up of our customers, eg clients, advocates and providers. Last year we began an external review of these groups, and the way we work with them. This was part of a broader look at how we get insights from our customers. We wanted to know if we were on the right track, or whether we could improve the programme to be more effective.

The review, conducted by Martin Jenkins, involved interviews with group members, and some of our own staff. The review provided us with some insights and recommendations on how we could improve our customer advisory programme.

Voice of the Customer Model Review - Martin Jenkins

We have considered the review, accepted some of the recommendations, and will be making the following changes:

Customer Advisory Panel programme

The Voice of the Customer programme will be renamed the Customer Advisory Panel programme. This better reflects that it's part of ACC’s wider customer insights and experience system. This system gains insights through a number of ways, including research and analytics, staff feedback, and customer co-design

New customer panels

We're also establishing three new customer panels:

  • Serious Injury
  • Sexual Violence
  • Older People.

These panels will provide important insights on issues affecting these areas. Panel members may be clients, or represent professional bodies from specialised areas. They'll also have access to relevant networks of customers.

Applying to be on the panels

We've confirmed the panels' terms of reference, and are seeking interest from people who would like to be on these panels. If you're interested, download an application pack:

Serious Injury application pack
Sexual Violence application pack
Older People application pack

Expressions of interest for each panel will close on 30 March.

New stakeholder groups

We recognise that we need a more diverse range of views on legal and ACC scheme issues. As a result, we'll replace our Advocates and Representatives Groups (ARG) with two new stakeholder groups:

  • Scheme Advisory Panel
  • Legal Representatives Panel.

Application packs for these panels will be available soon.

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