Customer Service Team of the Year: Fox Group
Monday, October 21, 2019
Nothing is ever too much effort for this direct mail specialist which claims it is the “go to people” who “never say no”.
But don’t just take Fox Group’s word for it. As part of a review of its customer service approach the company carried out a customer satisfaction survey assessing a six-month period to find out what its clients really thought about the business. The results were impressive. The number of ‘adequate’ responses dropped off significantly with more than 75% of respondents ‘very satisfied’ with the overall level of service provided. The customer centric approach paid off commercially, with group sales up 20% on the previous year. “Everyone claims the customer comes first, but these guys live and breathe it,” said the judges.
This company could have filled the PrintWeek Awards’ ‘book of the night’ twice over with the impressive raft of customer compliments it supplied as supporting evidence alongside its entry for this highly competitive category. As the judges noted: “Impressive metrics and an impressive business - customer service is part of their DNA.”
Judges described Printed.com’s entry as “super impressive” in a really tight category. “In another year these guys could have been the winner,” they added. The online business serves more than 9,000 unique customers per month and more than 120,000 per year and has impressive retention levels - 83% of its customers are return business.
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