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HomeServe championing customer service excellence


HomeServes soaring Customer service levels prompt closer industry ties with the Institute of Customer Service, the UKs independent, professional membership body for customer service

HomeServe championing customer service excellence


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Walsall-based HomeServe is joining forces with the Institute of Customer Service (the Institute), the UK’s leading independent body for customer service, in a bid to help drive greater customer standards across the services industry.

Earlier this year, HomeServe was recognised in the UK Customer Satisfaction Index, a bi-annual report on customer satisfaction published by the Institute, as the most improved company in the UK for customer satisfaction in the services sector. 

As new organisational members of the body, HomeServe has pledged to work closely with the Institute to monitor its own progress and continue to identify new ways to drive up service standards, and to collaborate to drive better performance right across the services industry.

“Our focus is on making our Customers’ lives easier, so we’re keen to continue to improve how we do that”, said HomeServe’s Chief Executive Officer Martin Bennett. “We’ve had a lot of success in terms of improving our Customer services standards and we’re happy to share our story, but we’re also keen to listen to independent feedback and to share best practice from others in the industry.”

Membership of the Institute will enable HomeServe to benchmark itself against competitors through independent cross-sector assessments, source new independent Customer satisfaction measures, access development programmes and professional training course and accreditations, as well as host and participate in a range of national and regional events focused on customer service excellence.

“Our People have been instrumental in helping us transform the services we offer our Customers and they’ll play a key role in helping us continue that journey”, added Martin. “This partnership is as much an investment in them as it is for our company.”

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.

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.

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