SATO wins 'Best Service Developer' in 'Customer's Voice' competition
16 April 2015
Customer service quality improves by over 75% on the previous year
The customer service of housing investment company SATO was recognized as having improved the most in the 'Customer's Voice' competition which each year ranks thirty Finnish Contact Centers by quality of service. SATO's customer service quality improved by over 75% on the previous year. An index is used to determine the rankings, and SATO's index climbed by over 300% more than the index of the average participating Contact Center.
SATO Customer Service Manager Marika Kyröläinen (in the photo):
- Not only do we want to provide our customers with homes that match their needs, we also want to provide them with the best possible customer service. Our ongoing and honest monitoring of customer feedback provides considerable guidance to our operations.
-Customer feedback is requested in mobile phone surveys immediately after the service provision. Our tool of choice is Net Promoter Score, which measures how likely a customer is to recommend us to others. All positive feedback goes straight to the customer service advisors while the entire body of feedback is reviewed with each individual on a weekly basis and with the whole team on a monthly basis. I believe that getting feedback helps our customer service advisors improve their performance and provides motivation for better and better customer encounters.
- This recognition is a huge boost to our entire team. I can't tell you how proud we all are!
The 'Customer's Voice' competition is organized by SN4 and the winners are determined on the basis of surveys conducted immediately following the service encounter. The data set consists of feedback received from more than 310,000 Contact Center customers. Thirty Contact Centers out of the sixty in Finland take part in the competition.
For more information about the competition, please visit http://www.sn4.com/en/services/the-customers-voice/
For more information contact:
Customer Service Manager Marika Kyröläinen
phone +358 201 34 4419 or +358 40 631 0380
Customer Relationships and Communications Director Monica Aro
phone +358 201 34 4006 or +358 400 458 309