The ICS Survey provides a unique picture of the state of customer satisfaction in the UK, by collating than 40,000 survey responses from 9,500 individual customers from across the country. For LINPAC, its customers who responded to the survey ranked the Customer Service Department above the UK average, scoring 83.1 per cent – an increase of almost 3 per cent on the previous year.
UK Commercial Manager at LINPAC Louise Glover said, ‘ICS has explained that it’s exemplary to improve in year one and indeed described the results as “outstanding” so we should be extremely pleased’.
As part of the 6 monthly surveys, which are reported in January and July, customers are asked to rate organisations across various sectors on each of the customer priorities that UK consumers have identified as most important to them.
Customers praised LINPAC for product quality, efficiency, ease of doing business, helpfulness, friendliness and competence of staff alongside the ease of getting through to speak to a member of staff and billing.
Glover continues, ‘Overall, we received encouraging results, something the whole Customer Service Department should be proud of, yet we are committed to further improvement in order to gain the prestigious ICS Distinction Award.’