BALI Registered Affiliate member Rolawn is celebrating another improvement in service levels with an average success rate of 98.60%, year to date, that compares to 98.25% in 2018-19.
These success levels collated and audited as part of the company’s BS EN ISO9001:2015 certificated quality management system, are mirrored in the consistently high ratings received via the independent review platform Feefo. In fact, Rolawn has excelled, scooping the Feefo Gold Trusted Service Award for three consecutive years. Unlike many review sites, Feefo collects feedback from genuine customers, verifies the data and shares both good and bad reviews online.
This achievement is in complete contrast to the overall customer satisfaction levels in the UK which have seen a steady decline in the last few years. According to The Institute of Customer Service (ICS), the UK Customer Satisfaction Index shows that satisfaction scores are at their lowest since January 2016*.
Rolawn’s Sales and Marketing Director, Jonathan Hill, comments,
Maintaining a success rate in excess of 98% is a great achievement but improving on that is a testament to the attention to detail delivered across our business. Customer Service is a key company priority, so we are delighted with this market-leading performance. The entire Rolawn team is instrumental in ensuring that the customer experience is second-to-none.
As part of this customer-centric approach, Rolawn is taking part in National Customer Service Week, for the second year running. This annual event, led by the ICS, recognises the importance of customer service excellence.
Throughout the week, on their website and via social media, Rolawn will be publishing insights into the integral role that customer feedback plays in achieving their goal of delivering industry-leading customer service, starting with the launch of their latest video, a testimonial in which a customer shares his experience of working with Rolawn. The video can be viewed at www.rolawn.co.uk/rolawn-tv.