Happy last week of January. Is it just me or January feels like it's the longest month?
My name is Srebrena and I am a Member Insight Lead here in our Insight team at giffgaff. I started 3 months ago but I immediately felt like home due to all the friendly people here at the gaff. What is long overdue is my introduction to the forum so can't wait to get stuck in and meet all of you lovely people!
What I mainly work on is our Net Promoter Score (NPS - how many people would promote giffgaff to their friends and family), understanding what is driving member satisfaction and what are the key areas we should be focusing our attention here at giffgaff.
In the upcoming weeks (maybe even already!) you might see more activity from me working alongside third party market research agencies picking your brains on different subjects (referring friends, Payback, refurbished phones, etc.). Those pieces of work will mainly be communicated over email for all of your lovely people who have opted in to receive our Marketing communications.
Some folks we're working with at the moment are called Quadrangle. Some of you might receive a call from them to ask you about your experience with giffgaff and your satisfaction with a number of our services. Don't worry, this is all in the norm. The call will come from the number 0203 955 8177, they'll know you by name, and they'll say they're from Quadrangle. You might remember this from last time @jamaica1962 gave you a heads up - it's the same people.
We're also running a piece of research with a group called Acacia Avenue. You'll be contacted through email from our official giffgaff email address (firstname.lastname@example.org) if you're eligible for this survey, which will address you by the name on your profile and have your member name at the bottom. If you fancy giving us some quick feedback, just click the button in the email and answer a few quick questions.
In the meantime if you have any questions please let me know and thank you so much for your help in the upcoming research studies. Together, we can all make sure that we're living up to being run by you.