Case Study: Network Homes achieves 92% CSAT and 10% higher employee engagement with Sabio

Insights lead to exceeded CSAT targets, improvements in agent utilisation and increased employee engagement by 10%

Network Homes, a housing association serving London since 1974, wanted to improve customer service after restructuring into a single organisation. Working with **Sabio**, they needed better evidence to understand what customers wanted, raise CSAT toward a 90% target, and support their wider goal of achieving Best Companies accreditation.

**Sabio** implemented Bright Index, Bright Navigator and Bright Employee Engagement to benchmark performance, analyse verbatim feedback, and measure employee sentiment. As a result, Network Homes pushed CSAT to over 92%, improved FCR to 84%, increased empathy to 95%, lifted NPS by 12 points, improved advisor utilisation by 12%, and grew employee engagement by 10%, helping them achieve 1 Star accreditation.

Network Homes

Gerry Doherty

Executive Director of Customer Service