CSG: Customer Service? Ask The Experts!

Posted on www.csg.co.uk/blog on April 21st 2017

http://www.csg.co.uk/blog/customer-service-ask-the-experts/

The data is in and we’re pleased to see our customer service targets (for our domestic customers) being met and in some cases, exceeded!

Being a customer-focused organisation, we’re keen to see what we do well and where we can improve so we make a point of asking the best experts we can find – customers! A short survey after every septic tank clean gives us the opportunity to see how well we’re really doing at keeping them happy. It’s also proven to be a great way to get ideas to improve what we do.

In February, we saw that 96.3% of our domestic customers surveyed marked us with a 7 or above (out of 10) to the question “How likely would you be to recommend CSG to others?”, a fantastic achievement, we’re sure you’ll agree. In March that same measure actually went up to 96.8%!

It was the same story for higher scores, with February’s level of 10-out-of-10s (68.8%) being eclipsed by the level in March (77.4%). It all points to greater satisfaction – which is the key here because nobody is likely to recommend a service with which they are anything less than satisfied!

We believe that recommendation is the highest accolade we can aim to achieve from our customers so to see such a huge proportion of those we surveyed stating they’re highly likely to recommend us is a wonderful endorsement of our services.

Of course, having set such a high benchmark, the challenge now is to ensure such standards are at least maintained and, if possible, improved further. We can also drill into the data for each of our depots to see how and if the story changes from one to the other.

Waste management is an industry not particularly known for embracing such ‘soft’ ideas as customer service and feedback and we feel especially keen to ensure that CSG remains committed to listening to all our customers and doing all we can to continue to improve our image and appeal to everyone we serve.

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