Red Funnel has won a 2016 Customer Contact Innovation Award, celebrating the company’s focus on customers, staff and community to drive both business growth and social media engagement.
Organised by The Forum, the prestigous 2016 Customer Contact Innovation Awards honoured outstanding initiatives that make customer operations great places to work while transforming the experience of customers.
The Innovation Award for Living the Brand recognised Red Funnel’s dedication to improving customer satisfaction scores. This effort has been reflected in 19,000 excellent or good reviews for its service on Feefo, a global feedback engine, which earned Red Funnel a Feefo Trusted Merchant Accreditation. Red Funnel was also awarded the national ServiceMark standard from the Institute of Customer Service in recognition of the company’s achievements in customer care.
Red Funnel has committed to ensuring customers experience seamless service by engaging clients in training programmes and embracing social media. This has led to a decrease in complaints by 26 per cent and compliments are four times higher.
Murray Carter, customer services director, said:
“We were delighted to receive this award which recognises the lengths we will go to ensure our customers experience the best possible customer service. Our staff certainly do ‘Live the Brand’ and this award is a credit to them. We have led the way with social media in the Solent and it now forms a very crucial part of our customer service strategy. It is also where we can interact with customers first hand and gain immediate feedback.”
As a winner of the 2016 Customer Contact Innovation Awards, The Forum and its members will visit Red Funnel to experience the excellent levels of customer service first hand. They will also hear how the training programmes they have implemented have impacted the staff, their working environment and delivered growth for the company.
Photographed L-R: Red Funnel’s Murray Carter, customer services director; Chris Elliott, contact centre manager and Jit Desai, head of customer services
