HarknessKennett’s first step will be to carry out qualitative and quantitative research projects with a cross-section of the company’s 5,000 staff.
HarknessKennett consultant Jocelyn Senior said: ‘The way the information from the research will be used has not been decided yet. It depends on what comes out of the research.’
The agency aims to build a comms system to ‘engage all employees’ which it says will benefit customer service. It said it would take six months to carry out the research and development phase of the project with the possibility of extending its contract.
Senior said: ‘Internal communications will have an impact and influence on improving customer service.’
South West Trains employee communications manager Kelly Barlow said: ‘Our employees are a vital part of the customer experience and providing them with the tools and techniques they need is an important job. We need to look at new ways of engaging our people.’
Prior to establishing HarknessKennett, James Harkness was European MD of the change communications practice at Burson-Marsteller. He is also a former global head of IC at Body Shop International.