David Phillips received the Customer Service Award at the Landlord & Letting Awards 2014/15.
Customer Service Award
We are proud to announce that The Landlord & Letting Awards 2014, held on the 26th of November, saw David Phillips receive the Award for Customer Service and a special commendation for performance as a supplier.
This Customer Service Award marks a third consecutive year that our dedication to ensuring the best customer service possible has been recognised by our peers in the industry.
Performance was assessed based on four factors:
• Consistency & Quality
• Problem Solving & Innovation
• Customer Satisfaction
• Initiative & Accountability
Jo Ensby, marketing manager for AEP Media who organised the Awards, commented: “The Landlord & Letting Awards are the premier private rented sector awards in the UK; it’s great to be able to recognise and reward the best in the industry. The standard of entries increases year on year, so David Phillips has done phenomenally well to win their category.”
This Year’s Highlights
Highlights of our performance in 2014 include our increased efforts to build close, active relationships with our customers, and our maintained dedication to providing a first class service. The fact that the majority of our customers have stated that they would be willing to recommend our services - with many having done so already - shows that our hard work has once again paid off.
During 2014 we dramatically increased the number of resources available to our customer service team to solidify our already outstanding track record. These changes have proved to be highly beneficial to our customers, who have reported extremely high satisfaction, averaging 97% across all of our services - with 5 categories: Replenishment Furniture, Furniture Packages, Furniture Rental, Contract Furniture, and Interior Design all receiving 100% customer feedback.
A new GPS tracking system for our delivery fleet has enabled us to provide more specific delivery times, giving our customers greater flexibility on the day of delivery. We were the first in the industry to offer three hour timed delivery slots, which have proven to be accurate 98% of the time - also very popular amongst customers.
Our customer service team has worked hard to provide support to both direct and indirect customers. Our customers’ feedback has shown that landlords believe that we not only ensure that they are satisfied, but build close relationships with their tenants - ensuring everyone who comes into contact with David Phillips receives a fantastic service.
We have consistently collected data to determine our efficiency and impact, to keep our advice and quoting accurate, correct, and relevant to our customers’ needs. This information hasn’t been collected through private customer correspondence, but by using our online review centre to remain publicly accountable for the quality of our services.
Best Supplier: Special Commendation
We also received a special commendation for our performance as a supplier, recognising our achievements relating to: value & service, growth, performance compared to business objectives, financial planning, overcoming challenges, staff involvement, and our plan for future growth.
One Million Deliveries
In the year in which we will make our millionth delivery, we aim to be ever more resourceful, specialist, and hardworking, ensuring David Phillips continues to lead the industry. We are grateful to all of our customers for their glowing reviews over the past 12 months, and we look forward to doing even better work in 2015.