We are delighted to announce that Kindertons has just been named as a finalist in the ‘Best Customer Experience’ category at the Institute of Customer Service’s UK Customer Satisfaction Awards 2021.
The Best Customer Experience Category recognises those companies, who despite the most extraordinary year, have still managed to achieve a highly successful outcome from their customer service strategy.
Throughout the pandemic, Kindertons has been dedicated to ensuring that customers received the same high standards of service that they had come to expect, and as such developed many new customer initiatives.
Investing in the Rant & Rave feedback platform allowed significant insight into understanding how the customer really felt about their customer journey and how they perceived the overall service. This not only enabled us to react more quickly to any issues, but also the foresight to adopt different and more meaningful strategies going forward.
During the last 12 months, the development of many other customer-centric initiatives, has enabled us to validate the success of our customer experience strategy. This included our new website with improved navigation and the introduction of a FAQs section and new Live Chat function. The implementation of new customer touchpoints has meant that more communications are now delivered to customers at key points in their journey. Alongside this, the introduction of internal ‘Customer Champions’ has given individuals the responsibility of reviewing specific customer feedback, which they and their team can then use, to proactively improve that part of the journey for the customer.
Customer Service Director, Mick Murphy commented: “I am absolutely thrilled the business has been recognised for it’s dedication and determination to improve the service offering to our customers. Our team of people have been working extremely hard both on the front line, as the customer face, and behind the scenes on the technology front to ensure our service offering remains the best around.
The pandemic, as with many other businesses, has brought many challenges, however our people have used this period as a window of opportunity, to ensure firstly that we adapted to the new world and customer’s demands, and secondly to fine tune our already robust service offering into the market leading journey it is today. Our improved NPS scores tell us that we have made significant strides to making our customers journey all the more pleasing.
I sincerely hope our team get the recognition they deserve!”
The winners will be announced at an awards ceremony in London on 19th October 2021.