The Challenge

Mears is the leading social housing repairs and maintenance provider in the UK and a major presence in the home care and support market. When Gary Jackson began working for Mears as the Group Director of Customer & Community Success, his ambition was to ensure that all colleagues had the awareness, understanding and tools to put the customer at the heart of everything they did.

Having worked with AKD Solutions in his previous role at Balfour Beatty Gary contacted us to help him develop a training tool and programme that would help to deliver significant improvements in customer satisfaction at Mears.

What We Did

We created a customised version of our Enhancing Customer Experience learning map for Mears called ‘Making a Positive Difference’. We worked with Mears to develop the content for the training tool based on feedback from their customers, clients and colleagues. We delivered a train the trainers programme that equipped their customer and community managers to deliver this training to their front line colleagues at branch level across the Mears group. To date over 6000 colleagues have benefited from this training.


The training programme has been a great success, 92% of colleagues said they would recommend the training and Mears have seen significant improvements in their customer satisfaction. The colleagues delivering the training have commented that it has made the experience more enjoyable and rewarding for them as ‘Making a Positive Difference’ has helped them to more easily connect with their colleagues at all levels within Mears.

The impact of this programme was reinforced when Mears become winners of the Customer Service Training Awards 2016 in the Customer Service Engagement category.

Gary Jackson, Mears Group Director of Customer & Community Success, said: “I see AKD as trusted partners because time after time they deliver creative and innovative solutions that allow us to be leaders in service delivery. When it comes to the quality of their training tools and delivery I know that I will get a return on my investment which is why I highly recommend their solutions.”

To discover more about our Made to Measure interactive training solutions and how we can help you stimulate brilliance in your people, click here. You can also call us on +44 (0)345 034 1105 to arrange an initial consultation.