Journal Channels Test survey

Closed 12 Feb 2020

Opened 11 Feb 2020

Results expected 13 Feb 2020

Feedback expected 14 Feb 2020


A test and Learn commenced at St Austell Service Centre on the 20th January 2020. To establish and evaluate the impacts on performance, contact behaviour and customer service if case managers prioritise responding to inbound journal messages received in day above all other triggers in the current case management process.

Why We Are Consulting

We are seeking feedback from team leaders and case managers on all teams involved in this test and learn to capture their views.

User insight is critical to the final evaluation. 


  • Individuals


  • Customer Experience