ST16 secured the top place in the ‘IT and Media’ category of the 2006 Service 1st customer service awards and to ensure they stayed on the ball ST16 requested a six month review. “Improving customer service is an on-going process” said Director Jeremy Stinton who commissioned the report “Although our customer service was already award winning, you can always do better”. The company was cleverly mystery shopped by both email and phone by a senior manager from a large, well-known telecommunications provider, who was looking for a testimonials DVD to be used by his sales team. ST16 were assessed against 10 metrics including responsiveness, competence and communication and scored 100% in all categories. “The approach and the level of detail provided were excellent. I would certainly have pursued this enquiry!” Mystery shopper
Links: www.service1st.org
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