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Pontins awarded the UKCSI Award for Most Improved as UK businesses celebrate success at UK Customer Satisfaction Awards 2013

Pontins was announced as one of 13 winners at the 2013 UK Customer Satisfaction Awards which took place last night (26 February, 2013) at the Lancaster London Hotel. More than 500 business leaders attended the third annual UK Customer Satisfaction Awards organised by the Institute of Customer Service.

The Awards recognise and reward organisations who are delivering excellent and innovative service to meet their customers’ needs and enable them to thrive. Jo Causon chief executive Institute of Customer Service said; “The Awards have become an integral part of the business calendar. It is important to showcase and celebrate those who have shown that their organisation is committed to their customers at the very highest level.”

Pontins were awarded the UKCSI Award for Most Improved which recognises the organisation that achieved the greatest increase in their UK Customer Satisfaction Index (UKCSI) score score between January 2012 and January 2013. Jo Causon added: “Pontins are differentiating through service, placing customers at the heart of their business strategy and securing a bright future for their employees by doing so.” The Institute of Customer Service UK Customer Satisfaction Awards took place at the Lancaster London Hotel on 26 February 2013 following the Annual Conference.

The UK Customer Satisfaction Awards is an annual event run by the Institute of Customer Service to recognise excellence in customer service strategies and business performance. One of the Award categories is the "UKCSI Award for Most Improved Organisation". This is the category that Pontins has won.

 

How Pontins was selected to win:

  • Every six months, UK consumers tell us how satisfied they are with the service they’ve received from lots of difference organisations throughout the UK via an online survey comprising approximately 20 questions. The questions are derived from extensive research conducted by us over the past 15 years. The whole process is called the UK Customer Satisfaction Index (UKCSI).
  • We calculate a score out of 100 for every organisation where enough customers have commented on them in the survey.
  • At our annual awards ceremony, we present a trophy to the highest scoring organisation, and the organisation who has achieved the greatest increase in score over the whole year – this year, it’s Pontins.

During the evening 13 awards were presented in the following categories:

Barclays Customer Focus Award – SME iNet Telecoms (Voipfone)
Objective HR Employee Engagement Strategy of the Year UKFast
Quality Service Provider of the Year Denplan
The Leadership Factor Best Customer Satisfaction Strategy Award Boots UK
NICE Best Application of Technology Award Osborne
Sitel Customer Commitment Award Simplyhealth
Customer Feedback Strategy Award Costa Coffee
Marks and Spencer Customer Satisfaction Innovation of the Year ASDA
ABa Quality Monitoring Customer Focus Award – Large Enterprise Boots UK
Best Return on Customer Service Investment Award LV=
The Underfloor Heating Store Customer Service Leadership Award David Jewell, business development director, Bottomline Technologies
UKCSI Award Best in UK ASOS
UKCSI Award Most Improved Pontins

About the Institute of Customer Service:

The Institute of Customer Service is the independent, professional membership body for customer service.
They are the first port of call for every aspect of customer service. They deliver high quality, tangible benefits to organisations, individuals and other stakeholders, so that their customers can improve customer experience and business performance. Visit the ICS website for more details.

PONTINS IS TOP OF THE CHARTS – July 2012


eTravel Benchmark Excellent rating for Pontins call centre agents and response times


eTravel Benchmark Clear section signposting gives Pontins top spot for booking process

Our Call Centre is the best

Top 15RankScore
Pontins1.90.7%
2.89.6%
3.89.2%
4.88.9%
5.=88.0%
5.=88.0%
7.86.9%
8.86.3%
9.85.5%
10.85.3%
11.85.1%
12.85.0%
13.84.5%
14.84.4%
15.83.6%

The Booking engine beats the rest

Top 15RankScore
Pontins1.88.0%
2.86.5%
3.86.2%
4.85.1%
5.84.9%
6.84.8%
7.84.3%
8.84.2%
9.84.2%
10.84.1%
11.83.8%
12.83.3%
13.83.3%
14.83.1%
15.82.9%


About eDigital Research

eDigitalResearch have been benchmarking the top 50 UK Internet retail sites since 2000.
In 2005 eDigitalResearch commenced benchmarking the UK car industry and in 2008 they added UK financial sites. In 2011 eDigitalResearch released their first App benchmark. In June 2009 eDigitalResearch commenced their eMysteryShopper eTravel Benchmark. This is their tenth report.
eMysteryShopper provides an in-depth and structured study of website usability, functionality, supporting logistics and customer service through their unique panel of profiled UK Internet users. Working under strict Non Disclosure Agreements these profiled individuals are paid to complete ‘end-to-end’ surveys on selected websites. eDigitalResearch currently work with over 10,000 profiled UK eMysteryShoppers (surveyors) carrying out end to end usability studies on over 60 sites at any one time.

To download and see the full report please follow link below http://www.edigitalresearch.com/