As a member of the Institute of Customer Service (ICS), each year, our customers are asked to complete a Business Benchmarking survey about the service they receive from us. We’re delighted to announce that Marlowe Fire & Security scored an impressive 75.7% in our recent survey, which is a 4.1% increase from last year. Check out our short video outlining the key results.
The Institute of Customer Service (ICS) is the independent organisation we use to measure our progress on our Customer Service journey. As part of our membership, the ICS conducts an annual Business Benchmarking survey every August to ask our customers how committed they think we are to customer service.
Our customer service scores are then benchmarked against organisations in our sector and organisations outside of our sector. Scores above 70 are considered good.
I am delighted to announce that out of a possible 100, the score given to Marlowe Fire & Security by its customers was 75.7, a 4.1 point increase on last year’s survey.
Compare this to some well-known brands such as Hermes; 70.2, British Gas; 75.9, Uber; 77.7, and Kwik Fit; 77.7. The companies at the top of the index are Timpsons; 86.4 and Green Flag; 84.6.
The UK all sector average is 78.4 and the Services sector (where we are placed) is 76.7 which we aim to surpass in 2023 as we continue to improve our customer service levels.
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 Emotional Connection, and customers reported being most satisfied with the competence of staff, product/service reliability, and the helpfulness of staff.