Customers - House with No Steps


C is for Customers in our new IMPACT Plan

Customers: Customers drive the things we do and the way we do them. 

Customers are empowered like never before. Our success depends on quality services, great outcomes and the strength of our customer relationships.

Strategy and Initiatives


  • Pursue excellent customer service and embed a customer-centric culture across HWNS


  • Understand our diverse customers so we can best serve them
  • Simplify, standardise and improve the way we do things to enhance customer experiences
  • Train all staff in customer service and equip them with the right tools and resources

How we will deliver these initiatives

Understand our customers

  • Research needs, opportunities and gaps
  • Customer Journey Mapping
  • Tailored service catalogue
Simplify, standardise and improve
  • Support Framework
  • Policies and procedures
  • Quality management

Customer Service

  • Customer focused culture 
  • Customer service training
  • Customer satisfaction tracking
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