I was delighted to receive the news that EEF has once again been rated amongst the top organisations for customer service in the Institute of Customer Service’s (ICS) Customer Satisfaction Index for the fifth consecutive year.
We achieved a score of 88.2 compared with 78.2 across the services sector as a whole, and 77.8 across the overall UKCSI benchmark
Delivering excellent service to our members and customers is a key pillar of EEF’s strategy and helps us differentiate in the diverse market place within which we operate.
Our teams around the UK work with passion and commitment to ensure they put the customer at the heart of everything they do. Whether that’s through the HR and legal, health, safety and environmental advice they give, the training or manufacturing consultancy they deliver, the way in which they campaign to government on behalf of our members or indeed through the superb experiences that our Venues teams create at our Woodland Grange, Broadway House and Engineers’ House conferencing facilities.
We are very proud of this ac
hievement which is set against a back drop of increasingly customer service expectations.
Customers rated us very highly across a number of dimensions in the benchmark including
• Reputation of the organisation
• Service quality and reliability
• Speed of service delivery
• Friendliness, helpfulness and competence of staff
Thank you to the many EEF members and customers of EEF Venues that responded to the Institute of Customer Service's anonymous survey. We do really appreciate your feedback and remain absolutely focused on doing even better.
The survey draws upon the results of over 10,000 customers, 42,500 responses against 20 key customer priorities, providing an independent picture of the state of customer satisfaction in the UK.
If you have any suggestions of how EEF can further improve its customer service, or wish to discuss any aspect of membership, please contact your regional membership team.