Milton Keynes, February 26, 2014: Volkswagen Group UK has beaten off stiff competition to claim the Institute of Customer Service’s Customer Focus Award in recognition of its strategy of placing the customer at the centre of its operations and activities, and achievements in the key area of customer satisfaction. The award was presented last night at an event in London, and collected by Volkswagen Group’s Head of Customer Service Centre Operations, Petra Krivinskas.
Commenting on the awards, Jo Causon, chief executive of the 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.’
Volkswagen Group secured the Aba Quality Monitoring Customer Focus Award – Large Enterprise for illustrating customer centricity through the translation of customer feedback to changes in policy and proven engagement with the frontline. Jo added: ‘There is a growing awareness that customer service is integral, not just to the performance of individual organisations, but to the UK economy as a whole. Volkswagen Group is differentiating through its effective use of customer feedback and evidence of empowering employees, placing customers at the heart of its business strategy.’
The awards are open to organisations that ensure customer focus is at the heart of their strategy, and which display a well-communicated customer strategy and evidence of employee engagement in executing this, as well as extensive evidence of how the customer shapes the business and improvements in overall results. Judged by an independent panel the awards recognise and reward organisations which deliver excellent and innovative service to meet their customers’ needs.
Leading the Volkswagen Group’s drive for excellence in customer service is Alison Jones, who has responsibility for a team of around 375 people at the Group’s UK headquarters in Milton Keynes and at the Customer Service Centre in Leeds. Alison was appointed to the newly created role of Customer Quality Director in 2012 to ensure a focussed, strategic and Group-wide approach to consistently high quality customer service delivery. She said: ‘I am thrilled to accept this award on behalf of the Group and in particular my team who are working tirelessly to embed a constant customer-focussed approach to service within our organisation, our brands and our networks.
‘This award requires employee engagement, and recognises that every one of our team members is focussed on driving improvements based on what our customers are telling us. It has been a challenge to develop strategies tailored across five very different brands, and delivered to our customers in the way they want them, so I believe this award is a fantastic achievement.’
Alison concluded: ‘It’s not only testament to our hard work so far, but also a great springboard from which to continue the next part of our mission to ensure Volkswagen Group customers in the UK not only benefit from the best products but also the best service throughout their entire vehicle ownership experience.’
For more information on the awards and the Institute of Customer Service, please visit http://www.instituteofcustomerservice.com. To find out more about the award-winning Volkswagen Group UK, go to www.volkswagengroup.co.uk.
For further information please contact the Volkswagen Group press office on 01908 601187.
About the Institute of Customer Service
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.
The Institute is a membership body with a community of over 400 organisational members – from the private, public and third sectors – and over 3,000 individual memberships.
For more information about the UK Customer Satisfaction Awards or the Institute of Customer Service contact Brian Weston, director of marketing and communications – email@example.com. Tel: 0207 260 2620 or 07585 603446
Volkswagen UK is one of the country’s largest importers, accounting for almost one in ten of every car sold. The company sells a wide range of vehicles which range from compact city cars through the best-selling and renowned Golf, Polo and Beetle models, to luxury saloons and 4x4s.