Customer Service Standards |
C&K Customer Service Principles/Pledge
Customer satisfaction is our reason for being. Campbell & Kennedy ensure that we have customer feedback points throughout the full customer journey, from booking to installation and beyond. We welcome your feedback and we are always looking for ways to increase our, already high, customer service experiences. Campbell & Kennedy can be contacted via phone, fax, email or via this web site. Click here for our contact us page.
Campbell & Kennedy engage in everything from regular call monitoring to on-the-job satisfaction customers sign-offs, to post installation (random) surveys and full staff performance appraisals and training to ensure that we stay close to our customers every step of the way and deliver on our promises. We aim to please or, when things don’t go as planned, quickly rectify the problem.
The Customer Service hours are Monday to Saturday 08:30 - 17:30. (Closed Bank Holidays)
Tel: 0141 435 7760.
The Campbell & Kennedy Customer Service and Resolution Team are: Lorri Smith (Team Leader), Adele Edgar, Clare MacMillan and Brendan Griffin (Customer Service Advisors).
Service Level Agreement
To ensure that we attain our standards and service principles we work to very demanding service level agreements (SLAs) and quality standards. These are detailed below: -
C&K Response Service Level Agreements (& previous quarter’s SLA achievements)
Campbell and Kennedy work to strict Service Level Agreements (SLAs) to ensure that our customer’s expectations are met or, in the rare occasions where we fail, we have a trigger point to invoke alternative solutions.
An overview of our key SLAs are as follows: -
- Telephone: Minimum of 80% of our incoming calls answered within 20 seconds. Campbell & Kennedy averaged over 84% in the last quarter (Apr to Jun).
- White mail (post) – acknowledgement within 24 (working) hours and full conclusion within 10 days. Campbell & Kennedy achieved 100% adherence to this over the last quarter (Apr to Jun).
- Email/Fax – acknowledgment within 4 hours and full conclusion within 10 days. Campbell & Kennedy achieved 99% adherence to this over the last quarter (Apr to Jun).
- Call back within 4 hours – 99% of all call backs were made within 4 hours (Apr to Jun).
What to do when things go wrong
Unfortunately, on occasion, things can, and do, go wrong. This is where our clear escalation policies and open feedback capture capabilities enable us to continually improve the service we deliver. Every member of our team understands that our reputation, which has been carefully developed over time, can easily be eroded should we let our standards fall. Campbell & Kennedy cannot accept 2nd best when it comes to service standards and every one of our team members embody this.
Less than 2% of work undertaken by Campbell & Kennedy results in either some form of dissatisfaction or a complaint.
Campbell & Kennedy enjoy a dedicated customer service response team who are perfectly placed to liaise with our customers should problems arise. The customer service team log ALL complaints received and liaise directly with the department Managers in order to provide resolution(s) and to learn from the mistakes we may occasionally make. All complaints received are reviewed regularly by the Director of Customer Relations and the Campbell & Kennedy board of Directors. Campbell & Kennedy embrace the principle of continuous improvement.
With strict response guidelines coupled with high service standards we ensure that communication between us and our customers is open (two-way), robust and regular. As you would expect, even with highly trained and focused staff, we adopt a continuous improvement ethos which is driven by regular customer feedback and suggestions. Although we self-impose ‘open to close’ Service Level Agreement (SLA) of 10 days, all telephone calls to be returned within 4 hours and all written correspondences replied and/or acknowledged within 48 working hours we currently achieve well within this and it is rare for any query or complaint to breach 5 working days.
Campbell & Kennedy also closely monitor our levels of customer satisfaction via general feedback and satisfaction survey and we aim, at the very least, to attain 85% overall customer satisfaction ratings. In the last quarter we have achieved average customer satisfaction ratings of 90% (Apr to Jun).
Complaints received (Apr to Jun) equate to less than 2% of all installations completed. 99% of all complaints received were resolved and/or closed within 5 days of receipt (Apr to Jun).
|
