Marlowe Fire & Security impresses in its recent Institute of Customer Service (ICS) Business Benchmarking survey of customers

Marlowe Fire & Security has scored an impressive 76.3 in its recent Institute of Customer Service (ICS) Business Benchmarking survey of customers, a 3.4 point increase on last year’s survey.

Out of a possible 100, the score given to Marlowe Fire & Security by its customers puts it above the ‘public services’ average of 75.3 and just below the UKCSI ‘all sector’ average of 77.0 which we aim to surpass in 2021 as we continue to improve our customer service levels.

The survey conducted by ICS, the UK’s independent professional customer service body, enables us to gain an independent assessment of customer satisfaction and compare ourselves to other high performing customer focused businesses through the UK Customer Service Index (UKCSI – July 2020).

The survey looks at 5 Customer priorities – Experience, Complaints, Customer Ethos, Emotional Connection, and Ethics.

Customers rated Marlowe Fire & Security particularly highly for it’s Ethics, Experience and Customer Ethos and customers reported being most satisfied with the competence of staff, product/service reliability, and the helpfulness of staff.

Speaking of the result, Paul Mather, Managing Director of Marlowe Fire & Security said:

“This is a really encouraging result for Marlowe Fire & Security. This is the second time we have completed the survey of our customers since becoming members of the Institute of Customer Service in May 2019, and a 3.4 point increase on last year’s survey is testament to our commitment to delivering good service to our customers.

The pandemic has been a testing time for everyone. It has reinforced to us the value and importance of having good relationships and clear communication with our customers. We will use the insight and feedback from this year’s survey to drive further improvements in the customer experience at Marlowe Fire & Security.”