Customer service continues to be vitally important to Stelrad Radiators as a business as it seeks to continue to offer high levels of customer support to its target audiences.
July 2022 saw that latest benchmarking exercise in support of its membership of the Institute of Customer Service (ICS) and its important ServiceMark accreditation. ServiceMark is a national standard recognising an organisation’s achievement in customer service and its commitment to upholding those standards. ServiceMark is awarded based on customer satisfaction feedback and an assessment of employee engagement with the organisation’s customer service strategy.
There is a huge amount of data to support the success Stelrad has achieved but from the vast amount of data generated by the benchmarking exercise a few key ones show just how well Stelrad is doing as a business on this front.
Overall Stelrad’s Business Benchmarking customer service index is at 90.5%. To put that in context the average all UK sector average is 78.4% and the average for the area Stelrad fits into – retail (non-food) – is 81.9% – so the company is setting high standards by this method of measurement.
The survey highlights that Stelrad customers are most satisfied with the reputation of the organisation, with the competence of its staff and the helpfulness of the team. The kinds of words they use to describe Stelrad as a business include ‘satisfied’, ‘happy’, ‘informed’, ‘professional’ and ‘friendly’.
Stelrad’s Chris Harvey says this latest set of results is an excellent indication of the progress the business has made: “When we first achieved the ServiceMark back in 2019 we recognised there were areas of our performance that needed attention and the figures this time around highlight that we have made significant progress in the past couple of years despite the problems the pandemic threw at us. It goes without saying that we cannot rest on our laurels, and we have to maintain the standards we have set and improve still further to be able to claim world standard customer service, but we can be very pleased in general with the progress we have made and the reputation we have built in a relatively short period. I’d like to thank all the members of the Stelrad team that have embraced this drive for excellence in the customer service environment.”
Stelrad has to apply for renewal of the ServiceMark in November 2022 but from the recent results to the latest survey it is confident that the business is well on track to achieve the result it wants before the end of the year.