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FedEx Express has been recognised once again in the list of the TOP 50 companies in the UK for superior customer service. FedEx Express was highly accredited in the 2013 listing which celebrates the best in UK customer service, helping provide a benchmark for the UK’s largest customer contact centres.
Achieving 7th place in the newly launched category of social media interaction, FedEx Express is now recognised as a ‘channel pioneer’ in this area. FedEx Express is ranked as 8th for its CHAT channel service, the live online facility that aids customers with enquiries on an immediate basis and also 15th place for its email response time.
Shining a spotlight on businesses providing outstanding customer service in the UK, this accreditation aims to inspire the contact centre industry to improve the experience they deliver to their customers. Testament to the FedEx Purple Promise, team members “aim to make every FedEx experience outstanding” and as a result FedEx continues to exceed customer expectations. This FedEx promise represents employee commitment to taking care of customers, whilst improving employee efficiency.
The FedEx customer service provision was assessed across voice, CHAT and email channels throughout the summer 2013 and rated using criteria in five key areas of service: timeliness, ease of use, reliability, staff knowledge and the ability to offer a personalised service.
Now in its fifth successful year, The Top 50 Companies for Customer Service initiative is the UK’s largest mystery shopping customer contact centre benchmarking programme and consists of more than 20,000 mystery shopping enquiries to many of the leading UK businesses customer service operations across five sectors. Its goal is to help companies measure themselves on what the general public thinks a great customer service experience should be.