New Appointment Boosts Customer Service
Published by Jack Williams for Kier Services in Housing
Kier sees dramatic improvement in customer satisfaction scores in Gosport
Leading repairs and maintenance provider Kier has seen a dramatic improvement in its customer satisfaction scores in Gosport. The rise follows the appointment of a new customer services team leader, as well as a number of employees gaining professional qualifications to help improve the efficiency of Kier’s service.
Kier carries out an annual customer satisfaction survey of more than 500 Gosport tenants and leaseholders. With high levels of satisfaction already recorded in 2012, Kier reiterated its commitment to customer services with the appointment of team leader, Alyson Bradley, to promote the best service for its customers. It also partnered with Highbury College to deliver a programme of professional customer service qualifications for its employees.
Kier employees who have been provided with further training and enrolled in the professional qualification programme include call centre administrator Stacey Dolman, who successfully gained an NVQ in Customer Service. In addition, Holly Lockyer and Debbie Melville from the administration team both gained an NVQ in Business Administration, helping the company improve the efficiency of its service.
Kier’s commitment to customer service has resulted in improvement in all indicators from 2013’s survey, including high levels of satisfaction with the attitude of Kier workers and the overall quality of their work. The survey showed 88% of respondents are now satisfied with ‘being able to make an appointment’, compared with 80% in 2012. Tenants are also happier with ‘being told when the workers would call’ with 87% satisfaction compared with 78% in 2012.
Kier regional managing director, David Mawson, said: “At Kier customer service is a key priority for us and we recognise professional qualifications are a great way of giving our employees the tools they need to deliver the best possible service to our customers. “Alyson’s appointment is further testament to the importance we place on customer service and the investment we’re willing to make to ensure we get it right.”