Customer Service in the Safety Industry
May 8th 2007 Customer service is a ‘hot potato’ right now. British Gas has recently been highly criticised for poor service and off-shore call centres are creating strong debate. But how is the Safety Industry doing.
As part of the 2007 Safety Innovation Awards, BSIF recently sampled the safety market on behalf of its members to quantify customer service performance. The results? Well pretty good!
As always there was some variance between different companies, but overall, when customers were asked to judge their safety product / service supplier against suppliers in other industrial markets, the comments and judgements were favourable. Technical support and accuracy scored particularly well.
On the downside, adoption of new trading and communication methods was judged less highly. Perhaps being safety customers, they still want to talk face to face with someone who could save injuries. However for safety suppliers, there are lessons to be learnt here.
The Safety Innovation award winners will be announced at the forthcoming Safety & Health Expo in the NEC (22 – 24 May), when full results of the customer service survey will be released.
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