Welcome to the third edition of Customer Matters – your monthly newsletter highlighting what SMT is doing to improve your experience as our customer.
In this edition, I’d like to share how we recognise and celebrate National Customer Service Week at SMT, and why it matters for you.
National Customer Service Week is an annual event dedicated to recognising the importance of delivering great service and celebrating the people who make it happen. For us at SMT, it’s more than just a celebration, it’s an opportunity to reinforce our commitment to putting customers at the heart of everything we do.
Throughout the week, we focus on raising awareness of Customer Experience across the business. This includes sharing insights, highlighting best practices, and recognising teams and individuals who consistently deliver great service.
A key part of the week is giving colleagues a clearer understanding of the role they play in shaping your experience. As we’ve touched on in previous editions, Customer Experience isn’t owned by one person or one team, it’s the result of every interaction you have with SMT. National Customer Service Week helps bring that to life across the organisation.
We also use the week as an opportunity to listen. Whether through internal discussions or reviewing customer feedback, it allows us to reflect on what we’re doing well and where we can improve. This helps ensure that our focus remains aligned with what matters most to you.
In addition, we often run activities and initiatives designed to encourage collaboration, share ideas, and strengthen our customer-first mindset. These moments help build momentum and ensure that Customer Experience remains a priority not just for one week, but all year round.
Ultimately, National Customer Service Week is about reinforcing a simple principle: delivering a positive experience for our customers is everyone’s responsibility.For you, this means a continued focus on making your interactions with SMT as
easy, efficient, and positive as possible, driven by a business that takes pride in the service it delivers.
Thank you for taking the time to read this edition, I hope it’s given you a useful insight into how we bring our customer focus to life at SMT.
If there’s anything you’d like us to cover in a future issue, please email me (Matt Sprott) at customer.experience.gb@smt.network, or share your feedback via our website or the MySMT app.