WightFibre has been awarded The Institute of Customer Service’s ServiceMark with Distinction Accreditation, an independent and national benchmark of an organisation’s achievement in customer service and its commitment to upholding those standards.
The accolade is the highest level of accreditation awarded by the ICS and is currently held by just 16 organisations in the UK.
WightFibre is the first broadband company in the UK to secure the accreditation with distinction following a qualification process which involved a series of surveys and interviews with staff and customers. The Institute surveyed over 500 WightFibre customers, as well as most of its’ employees, to score the company’s approach to customer service and to compare this to the UK Customer Satisfaction Index (UKCSI).
WightFibre achieved a very high score of 89%. This compares to an average of 74% for telecom companies and 75% for all companies in the UK Customer Satisfaction Index 2021.
John Irvine, Chief Executive Officer at WightFibre, has said:
“I am extremely proud of the team at WightFibre for achieving the ServiceMark with Distinction and making us the first broadband company in the UK to be awarded this accolade. It really does affirm our company ethos of ‘Because we care’. To achieve this during such challenging times, when our teams are largely working from home, is even more impressive. It shows that, regardless of the circumstances, we are continuing to deliver a great experience to our customers and that we really do care.
“Being ServiceMark accredited with Distinction assures our customers that they’ll receive not only some of the best broadband to be found anywhere in the world but also the best possible”. service”.
David Beckett, Head of Customer Service at WightFibre, who led the accreditation process, adds:
“Achieving the ServiceMark with Distinction Accreditation makes me very proud to work for WightFibre and to be part of a company that really does care about its’ people and its customers. The three-year journey we have been on to achieve this ServiceMark with Distinction is testament to the hard work and commitment of all my colleagues across the company in all departments and to their passion to deliver the best experience for all of our customers”.
The independent assessor reviewing WightFibre’s accreditation commented:
“Delivering excellent service to their customers is at the heart of everything the team at WightFibre do. This commitment runs through all areas of the company and is demonstrated by employees at all levels. Throughout the assessment, I saw care, consideration, and pride in everyone I spoke with. This goes for internal service experience also. Everyone I asked about the culture in the business talked of support, friendships, excitement, and opportunities. It was clear that people enjoy coming to work and see themselves growing and learning together with the company”.
They obviously haven’t taken into account the chaos caused by Wightfibre’s installation teams and the quality of the road restoration
All the time I’m driving and seeing so many roads being dug up by WightFibre I’m left wondering who is actually paying for all this work which must being running into millions of Pounds given how long they’ve spent digging up all the roads.
Are there really that many people signing up to the service and are they paying for all this from their monthly subscription to the service or are there government handouts for this?
Does anyone know how many customers WightFibre actually has signed up? The article says 500 people responded to their survey but that includes their own staff. I hope it’s worth all the effort.
This a joke?
The pavements in my street where resurfaced with tarmac. Along came Wightfibre, who dug it up and then patched them up! What a mess and who will repair these pavments when the holes appear? Oh us the tax payer!
Pardon me, but what did the other contenders for this award do to fail? Obviously WF qualified by meeting the council bench mark of causing maximum chaos. Passed one site of their’s to day – traffic lights, yes. Work in progress, no. Time 1405. Oh silly me, at medal presentation.
Does not say a lot for the other Companies
Wightfibre have caused so much destruction to the Island over the last few years.
I will never use Wightfibre even if it was free of charge
How did they manage that then, nearly every single “dig up” they did, left the area with power cuts…. Too bloody expensive anyway, wouldn’t touch Wight Fibber services with a barge pole.
Absolute joke,pavements a mess,no organisation, Absolute jokr
A business in Sandown high street! You are having a laugh!
Their workers might enjoy going to work, its the way they are digging up roads, the infilling and unsolicited junk mail.
Also too expensive. Not for me.
Whilst I agree that WightFibre seems to have caused a lot of chaos, it doesn’t matter who you sign up with for fibre broadband, they will still have to use WightFibre cables just like any other broadband has to use BT. So regardless of the company you use, if you want fibre broadband you have to use WF cables.
Untrue, I have used another fibre provider long before Wight Fibre installed anything much at all in my area. So no that is not a true fact at all.
First of all, Wightfibre is being backed by the government to make the Island the first area in the country fully digital so all the cables being laid are not being paid for by the customers they already have. The work of digging up the pavements are sub-contractors who on the whole, in my area, have made good the pavements. Yes, there has been a lot of problems with traffic being diverted, hold-ups and mess but like all new ventures taking us into the future, many people will complain. When it comes to the cost I have just changed over to Wightfibre for two reasons; Cost, £8 a month less than BT and a speed ten times faster than BT.
You must have been ripped off by BT then…
Martin if your with them you will be ripped of by them in March when they are putting up their prices by 9% plus. I was with them for over 15 years and thought I had a good deal until they started to charge for high speed internet which I couldn’t get because I had wire into my house from a telegraph pole. My top speed was 49, now 500 and it is cheaper than BT and with no price rise coming in March.
Agree with Doug, and I have to say the Customer service is second to none.