Partner Article

HomeServe tops list for most improved Customer satisfaction

An independent survey has shown that one of the UK’s leading home assistance providers, HomeServe, is delivering on its Customer promises to provide effortless service, with the most improved Customer satisfaction in the services industry since the Institute of Customer Service began measuring it.

In the most recent survey - UKCSI Customer Satisfaction Index - which is compiled by the Institute of Customer Service twice-yearly, HomeServe has an overall Customer satisfaction rating of 78.3, slightly higher than the average satisfaction score for the industry as outlined in each of the past three Index reports (scores were 77, 76.8 and 77.5 for overall satisfaction).

Comparisons of reports from January 2009 to now show that HomeServe has improved by 16.2 points in satisfaction, making it the most improved company in the services industry in the whole of the UK.

Martin Bennett, Chief Executive Officer, HomeServe, said; “Our focus is on making our Customers’ lives easier, so we are really proud to have achieved the most improved rise in Customer satisfaction in our industry, especially when it is based on independent surveys from such a well-respected organisation as the Institute of Customer Service.

“We have our Customer charter in place which helps ensure the service we provide to our Customers is effortless – the surveys show that clearly we are delivering on our Customer promises but as we are a company who constantly strives to improve even further, we’ll continue to build on this.”

“With satisfaction levels improving, it is clear that boardrooms in many organisations across the UK have begun to realise the impact that strong customer service can have on the bottom line,” says Jo Causon, CEO of the Institute of Customer Service. “Yet, to be sustainable, organisations should not focus on short-term fixes, but rather ensure that their approach to customer service is a long-term strategic commitment that constantly adapts to the changing needs of customers. Regardless of size, organisations must strive to deliver a personalised service on a consistent basis; it is this that will differentiate them from the competition.”

The Institute of Customer Service is the independent, professional membership body for customer service. Founded in 1996, and formally incorporated in February 1997, it helps its members improve their customers’ experience and their own business performance.

UKCSI rates customer satisfaction at national, sector and organisational level across 13 sectors of the economy based on customers’ recent service experiences. The report provides a unique insight into current customer satisfaction across the UK, as well as trends over time.

In addition to the latest results, in 2014, HomeServe was highlighted by the Institute of Customer Service as one of three organisations with the largest rise in Customer satisfaction across all industries and satisfaction levels have continued to rise.

The Institute for Customer Service has also introduced new metrics for 2016, which included whether everything is right first time for Customers – HomeServe tops the industry list with 88.5% versus the average industry figure of 75% and an all-sector average of 74.4%.

HomeServe is also highest in the industry when it comes to the helpfulness of staff over the telephone, with a score of 8.7 out of 10.

In terms of recognition for the company, 2016 has started well for HomeServe. Moneynet named it Best Home Emergency Cover Provider for the second year running and Bloomberg rated HomeServe as the Best Employer in Business Services in the UK following an independent employee survey.

This was posted in Bdaily's Members' News section by Letdesk .