At Walker, one of our objectives is for all of our clients to agree that their Customer Experience effort is having a significant impact on their bottom line.
So, what is a significant impact? Significant, according to the dictionary, is “of considerable importance, magnitude, or worth; actual and tangible rather than fictitious.”
The phrases “important,” “real,” and “concrete” come to mind. Substantial impact, on the other hand, maybe have a real and quantifiable impact on your organization.
Significant impact is defined as an increase in the amount, scope, or level of need for city-provided emergency or protective services such as police, fire, or medical aid, and/or necessitating special traffic control measures such as barricades, police traffic direction, or similar measures above those that would normally be required without the event, resulting in actual, documented costs to the city as a result of the event, negatively impacting the ordinary and normal use of public rights-of-way by the general public.
Then, what does substantial impact look like? I can think of a lot of examples:
- Customer support representatives receive further training in areas where clients have shown a need.
- Customers can use a delivery tracking tool to get a better idea of when their deliveries will arrive.
- Customers’ complaints about a billing policy are addressed, and the policy is changed to be more customer-friendly.
- Customer metrics are increasingly being recorded and tracked in the same way that financial and operational data are.
- All staff have access to customer feedback and input, which they can use in their daily job.
The real and tangible examples of improvements being made in our businesses based on what is important to customers are endless. Tell us: what does “substantial impact” mean to you?
Decision
The Tribunal was found to have failed to give the statutory meaning of “substantial” the weight it deserved. The condition was met if the unfavorable effect has a more than the small or trivial impact on a person’s capacity to carry out day-to-day activities.
The EHRC Employment Statutory Code of Practice and the Guidance on elements to be taken into account in determining problems relating to the concept of disability should only be used if the statutory definition fails to provide a conclusive solution.