Maximus: Case Study
Maximus’s Background
Maximus carry out more than 1 million functional assessments as part of the Health Assessment Advisory Service for the Department for Work and Pensions. Their success is driven by fostering innovation and collaborating with hundreds of local partners, including voluntary sector organisations. This helps deliver their programmes in communities across the UK and drives social value through their supply chain.
Their challenge
A detailed understanding of customer experience is vital to enable Maximus to develop the ongoing quality of their service to their customers. They recognised the value of telephone surveys as a way of capturing this data. Particularly as it enables consistent continuous feedback and provides a customer centred approach. To accomplish this whilst simultaneously creating social value by using Viewpoint meant they were achieving multiple business goals with one process.
What we did
We carry out a telephone questionnaire with approximately 80 customers per week across all their geographical areas of operation. The questionnaire includes:
Quantitative questions to assess satisfaction with the full customer journey and the quality of the health professional.
Qualitative questions to understand the reasons behind the responses and the ways in which the service could be improved.
Outcomes
The data we collect through the telephone surveys with Maximus customers helps the organisation understand:
Customer perception and priorities
Customer need
How their service compares across different areas of the UK and across different methodologies
As a result, the organisation has:
Robust satisfaction measures to prove the quality of the service and to use in future bids
Identified areas of success and improvement regarding quality and customer service
A clearer understanding of customer priorities around the assessment process
Identified immediate areas of improvement to action at a local and national level
