I’m delighted to announce that once again, we have achieved a high customer satisfaction rating according to the UK Customer Satisfaction Index (UKCSI) Benchmark 2019.
At YPO we put customer service at the heart of what we do, so I’m very pleased to see that each year, we’re meeting and exceeding our customers’ expectations.
According to the Benchmark, which is carried out by The Institute of Customer Service, YPO has achieved a high customer satisfaction score of 87.8 out of 100 which is well ahead of the UK average at 77.7.
YPO also received a high Net Promotor score which reflects customer loyalty. Customers said that YPO was easy to work with and that staff were helpful. Customers were also very satisfied with product and service quality, and the reliability of products.
Our customer service offering has gone from strength to strength, we’ve enhanced our service by improving our customer’s online experience and invested in back-end systems however a major part of our success is down to our commitment and drive for increased internal engagement across the whole workforce.
Without employee engagement we couldn’t achieve such amazing results, all of our staff have a commitment to driving excellent service and this is reflected in our satisfaction scores.
Over the years we’ve continually listened to our customers, recognising that customer behaviour has changed and implemented various changes in order to meet their needs. Our logistics team continues to look at how we service our customers with our deliveries and our digital offer continues to improve at a rapid rate. We’ve made a significant number of changes to our website from restructuring webpages so that customers can find what they need easier, to adding in innovative features such as our new live chat option, where customers can ask questions to our in-house teams or to other customers.
The UKCSI benchmarking revealed that our customers are most satisfied with the helpfulness and competence of staff. I am extremely proud of the service we offer to our customers, none of which is achievable without hard work and commitment from all of the teams at YPO. This is what enables us to deliver on our promise - better value delivered.