Speedy voted Customer Service of the Year for the 4th time

Speedy, a SatisFactory customer since 2012, has been re-elected Customer Service of the Year for the 4th year running. Well done to them!

The competition consists in comparing customer services, via mystery audits, on several channels: telephone, email, chat, social networks, web and mobile browsing (225 mystery customer tests)... and all this over a short period of time.

Want to know how they achieved this feat? Read on.

First and foremost, you need to know that at Speedy, customer focus "has been in their DNA for over 35 years", as they say now. They also have a sense of competition. They put a lot of hard work into their preparations, and got all their account managers on board to win this new title. After discussing the matter at length with Romain Vancappel, their Marketing Director, here are the key factors for success:

• A management team that is closely involved in all stages of preparation before, during and after the competition, with close proximity to customer advisors.
• Challenges between Customer Service teams, with competitions on the fundamentals of the business and customer relations.
• Theme the competition to make it more fun and get advisors involved.
• A culture of customer service in the choice of employees
• A taste for competition
• At last, the ability to question yourself!
• Beyond the short competition period, Speedy teams systematically listen to feedback from these customers, following an intervention on their vehicles. They compare sites and regions, making listening to customers a management tool. An NPS target is set every year. Always higher than the previous year.

They have implemented a genuine customer-oriented culture in over 450 outlets, the results of which can be seen not only in the Elu Service Client awards, but throughout the year, with a steadily rising NPS score.

Well done to them!