Communisis has scored highly in their latest annual customer satisfaction benchmarking survey conducted by the Institute of Customer Service in June, beating last year’s results across every measure.
Communisis scored 85.2 out of 100 in their Business Benchmarking survey, – up from 81.2 in 2019. This puts Communisis in the top quartile of all B2B organisations who have completed a Business Benchmarking survey – a significant improvement on its 3rd quartile placing in 2019. Furthermore, its Net Promoter Score doubled to 40.5/100 from 20.0 last year, against an overall average of 19.4.
Communisis score compares favourably with both the UK all-sector average of 76.9 and the 79.5 for banks and building societies from the UK Customer Satisfaction Index (UKCSI).
The result is thanks to frequently surveying clients for feedback, and then working towards improving specific areas such as product management, customer experience training of non-client facing colleagues and the re-alignment of the service and sales organisations to better serve client need.
The Institute’s survey revealed that customers were most satisfied with the competence and helpfulness of Communisis staff. Product and service quality and reliability, and the level of customer reassurance, were among the areas highlighted for the greatest improvement since the last survey.
Andy Blundell, President, OSG Europe, commented: “This outcome reflects the hard work and commitment of colleagues from across the business, who put the customer at the heart of everything they do. Our collective commitment to keep promises and to be easy to work with is evidenced in these outstanding results, and shows that we continue to deliver first-class customer service even in these recent, very trying circumstances.”
Jo Causon, CEO, The Institute of Customer Service said: “This score highlights a strong performance and a significant improvement in customer satisfaction for Communisis over the past year. Business Benchmarking helps organisations understand how perceptions of their service compare with others. We survey their customers to gain insight into their needs and how to meet them.”
Customers said that Communisis staff were ‘always willing to go the extra mile’ and commented on the company’s ‘excellent service all round’. They were especially impressed with the level of service maintained during the COVID-19 pandemic.
Kevin Mills, Client Managing Director said: “I am extremely proud of the efforts of our employees who delivered excellent customer service to our clients, especially meeting, and in most cases exceeding, client expectations and all of the SLAs.”
The UKCSI is the UK’s largest cross-sector customer benchmarking study. Published twice-yearly, it polls over 10,000 customers across 13 sectors, generating around 45,000 responses. The study measures companies against customer experience, emotional connection, complaint handling, ethos and ethics.
Business Benchmarking allows Institute members to utilise the same question set from the UKCSI directly to their own customers to compare performance.