Redrow has been shortlisted for the highly coveted Best Customer Satisfaction Strategy award at the upcoming Institute of Customer Service UK Customer Satisfaction Awards. The annual event aims to recognise organisations and individuals that have implemented successful customer service strategies.
We have been nominated for our successful ‘Customer First’ approach. Since our implementation in 2015, our customer satisfaction scores have significantly improved and it currently has one of the best Net Promoter Scores (NPS) of all our housebuilding peers. Other nominees for the award include EE, Centrica and Kia Motors.
John Tutte, Group Chief Executive, Redrow commented: “We’re delighted Redrow has been shortlisted for this prestigious award. We benchmark ourselves against other major retailers outside our industry and, therefore, it’s really pleasing to have made the shortlist ahead of such a wide range of customer-focussed organisations.
“Every Redrow colleague plays a part in delivering a great customer experience, which makes this nomination particularly satisfying for the entire Redrow team.”
The UK Customer Satisfaction Awards will take place on 5 March 2019 at Hilton on Park Lane, London.
Our Customer First approach was based on detailed customer research, which led to the introduction of new customer service teams, which are now introduced to customers much earlier in the home buying process. Alongside colleagues in sales and build, these teams help to deliver a series of customer events such as Hard Hat Visits, Home Previews and Courtesy Checks. Customer Service training is now an integral part of our induction programme for new starters, and our Customer Service Culture course is accredited by the Institute of Customer Service.
