YPO achieves high customer satisfaction results
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YPO achieves high customer satisfaction results

By Fiona Wilkins, Corporate Communications Manager

At 89.1 out of 100, YPO, has retained a high customer satisfaction rating according to the Business Benchmarking survey carried out by The Institute of Customer Service.

A Business Benchmarking survey of YPO’s existing customers gave the organisation a score which higher than the average UK average of 78.1 – as outlined in the UK Customer Satisfaction Index (UKCSI).

Both the Business Benchmarking and UKCSI surveys enable organisations to measure current levels of customer satisfaction.

YPO achieved its top quartile milestone score based on high results in five key areas of its retail business. Achieving more than eight out of 10 for each category, YPO excelled for its online check-out process, the condition of its delivered goods, its on-time delivery, the helpfulness of its staff and also the competence of the company’s employees.

The organisation also topped the tables for general customer satisfaction with above-average scores for its billing processes, its efficiency in handling incoming enquiries and the overall ease by which customers found carrying out business with YPO.

In addition, YPO achieved a net promoter score (NPS) – an industry metric used to indicate customer loyalty – of 74.4%.

YPO’s commercial director Jo Marshall said: “We’re delighted to have achieved another high Business Benchmarking score yet in this year’s index. Our results have been high year-on-year since 2015 and this is a reflection of our company-wide commitment to exceptional customer service.”

Find out more on YPO's research findings that set out customer service challenges in the public sector.