SearchFlow – the UK’s largest provider of legal due diligence data for residential and commercial property transactions, which is based in Kings Hill, Kent – is delighted to confirm that its Customer Services Manager, Katriona O’Hare, has been selected as a judge at this years’ UK Customer Experience Awards (CXAs), following her previous three successive wins in the Awards.
Since their launch a decade ago, the CXA awards programme has become widely recognised as a leading cross-industry programme that recognises excellence in customer service and experience. With 16 different categories that assess customer-centric culture across different industries, channels as well as products or services that support the field, Judges are selected for their expertise and experience in the sector.
Katriona heads up SearchFlow’s award-winning customer service team. With over 20 years’ experience in customer service within the Housing sector, she is passionate about helping customers and guiding them to build best practice as new technology continues to advance the industry. She was instrumental in SearchFlow winning two awards at the 2018 UK Customer Experience Awards and another at the 2019 event.
Confirms Katriona: “It’s an honour to become a judge for the 2020 UK CXAs, having been part of three winning entries with SearchFlow in previous years. It is great to be on the ‘other’ side as a judge and see some many great initiatives and programmes that are enabling organisations to deliver compelling customer experiences across the UK. Congratulations to all those shortlisted; I’m looking forward to seeing the entries on the next stage of the programme.”
Katriona believes that listening to customers is fundamental and, by using the Customer Satisfaction and Net Promoter Score techniques, she takes those insights and utilises new technology and AI to continually improve the service delivered to customers.
Katriona enjoys challenging herself and outside of work, she has been a layperson for the Royal College of Radiologists. This included using her customer experience knowledge to help the team produce a paper on ‘The Impact of Seven Day Working with the NHS’ for Sir Bruce Keogh.