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Your say counts: Reviewing the Business Benchmarking Survey

Your say counts: Reviewing the Business Benchmarking Survey


Here at ESPO customers are our top priority.

We want to make sure you get the best customer care possible and as members of the Institute of Customer Service, we recently conducted an annual business benchmarking survey (also known as the Institute of Customer Service’s Business Benchmarking). Not only did taking part in this survey allow you to have your say, but it also ensures that improvements are made to our service provided to all customers. Your say counts!


What is the Institute of Customer Service’s Business Benchmarking survey?

This survey is the national measure of customer satisfaction which allows results to be benchmarked against the UKCSI results.

The survey significantly highlights where we are currently as a business against where we want to be.  It also allows us to recognise the areas which we are working well on and where we need to make improvements.

 

The Survey Results 

We were benchmarked against various retail (non-food) such as Amazon, John Lewis and Sports Direct. The benchmarking survey focused on five elements of customer priorities, these included:

  •        Experience
  •        Complaint handling
  •        Customer ethos
  •        Emotional connection
  •        Ethics

 We’re delighted to share that ESPO scored a total average of 86.1 which is an increase from last year and 10 points higher than the UKCSI average sector score.


During the survey, customers were asked to give up to three words to describe their most recent experience with ESPO. We we’re happy to see the most common words used to describe our service and customer experience were easy, quick, efficient and satisfied’.

It’s heartwarming to see so many of our customers describe us with such positive words. Oher customers also took it a step further by sending us testimonials from their experience, you can find these in the video below:

We would like to say thank you to all the customers who took part in this survey and to our dedicated team of staff for the contribution they have made to this score and for providing a great experience for our customers.

You can find out more information on The Institute of Customer Service's Bussiness Benchmarking.

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