Worcester BID

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Customer Service Awards

Customer Service Awards 2015/16

The Worcester BID customer assessments and awards ceremony are now in their fifth year and we would like as many BID businesses to be involved as possible to help raise standards and understand if any improvements can be made.  Almost 90 businesses from all sectors took part in the last assessment which were conducted either face to face, via email and/or phone.  Industry experts Storecheckers will be undertaking the assessments and the awards ceremony will be held on Tuesday 15th March, all participants will e invited to collect their reports and see who claims the winner’s trophy for each category and who will become Worcester’s business of the year.

The assessments are totally free as they are part of your BID levy.  Storecheckers will assess your business in all aspects of how your team deals with customers.  The mystery shop will take place unannounced before the end of February.  Your confidential report will be ready for you to collect at the awards ceremony.

You are under no obligation to take part in the scheme and some businesses already have in-house customer service assessment programme however this does not prevent you from being part of the Worcester customer service assessments and competing against similar businesses in your sector.

Registration for the 2016 Customer service assessments is now closed and the awards ceremony was held at The Guildhall Thursday 14th April 2016, to see who won the awards this year please click here

 

Customer Service Awards 2014

We will be working once again with Storecheckers for our popular customer service assessments this year. Storecheckers are experts in undertaking independent customer service assessments or mystery shopping. They will be helping BID businesses by quantifying their levels of customer service and act on findings. Last year around 100 businesses have actively participated in these assessments.

The assessments cover all sectors and as well as physical visits businesses are offered the chance to see how they fare when answering the telephone or responding to an email. Firms will be assessed on a variety of factors including branch appearance, products and pricing, service, staff image and city centre knowledge.

To celebrate our local businesses achievements we will be holding the Customer Service Awards ceremony on Friday 22nd September. Will your business scoop the top scoring awards this year? 

Registration for the 2014 Customer Service Assessments is now closed. To see who scooped this year’s awards, please click here.

 

Customer Service Awards 2013

A business in Worcester city centre which only opened earlier this year has scooped a top prize for its customer service. House of Dogs based in New Street beat off the challenge from 97 other city centre businesses at the 3rd annual Worcester BID Customer Service Awards. Scoring perfect scores the dog grooming business, run by Stuart Wilson also won the independent retailer category as well as being one of 8 businesses who scored 100% in the telephone category.

The results which are determined after an independent customer service assessment or mystery shop is carried out were announced at a packed ceremony at the Guildhall. The assessments covered all sectors and as well as physical visits businesses were offered the chance to see how they fared when answering the telephone or responding to an email. Firms were assessed on a variety of factors including branch appearance, products and pricing, service, staff image and city centre knowledge.

Speaking after his win, Mr Wilson added ‘As a new business and the nature of what we do, high standards of customer service are absolutely crucial and I am thrilled to win the award.’

Other winners on the night were:

  • Entertainment & Leisure – Tudor House, Friar Street (95%)
  • Food & Drink – Chocolate Deli, New Street (100%)
  • Health & Well Being – The High Street Salon in association with Worcester College of Technology, High Street (100%)
  • Professional Services & Education – Hills Estate Agent, Foregate Street (92%)
  • Multiple Retailer – Lush, High Street (100%)
  • Service Provider – CrownGate Shopping Centre’s Security Team (96%)
  • Email Response – Hallowood, The Shambles (100%)
  • Telephone – 8 winners (all with 100%) – BrightHouse, House of Dogs, Huntingdon Hall, Mothercare, Natures Way, New Look, Specs Express, Worcester City Art Gallery and Museum.

The following businesses who scored 100% in their visit but missed out on winning the category after a telephone assessment tie breaker were also awarded trophies in recognition of their superb efforts:

AT Computers, Chocolate Deli, Chocolate Gourmet, Natures Way, Roman, Stripes, Superdrome Toys and Games, and last year’s overall  winners Worcester Blinds.

Adrian Field, Worcester BID Manager added that’ the standards of customer service had increased by 2% year on year in those businesses assessed in the food and drink sector as well as higher ratings for responses to customers by email (3%) and telephone (7%). Overall, the average score of the assessments for the physical visits was a healthy 82%.  The feedback from businesses who took part has been excellent – with many stating that they will act upon the findings. Businesses need to ensure that they present themselves in the best way possible as customers will respond positively as a result. Worcester’s businesses have proved to be very welcoming yet there are areas where we can improve further such as in the skill of selling.’

Mr Wilson agreed ‘excellent customer service is a skill but one which should be instilled in all employees as it can make such a difference in these tough times. It is great to know that Worcester city centre retains a very high standard though.’

Worcester BID and independent assessors Storecheckers have arranged follow up debrief sessions for all participating businesses to attend to identify areas for improvement.

 

Customer Service Awards 2012

The autumn 2012 Customer Service Assessments have been completed in August and September 2012 with 93 businesses taking part (22% increase). The Customer Service Awards took place on 25th October 2012 where the results were announced.

We again commissioned Storecheckers, experts in undertaking Customer Service Assessments or Mystery Shopping work to help BID businesses quantify their levels of customer service and act on the findings. Businesses sought an assessment either as a physical visit, an email seeking a response or an assessment by phone. The results are confidential to that business alone.

In 2012, the winners were:

  • Business of the Year – Worcester Blinds – Friar Street
  • Entertainment & Leisure – Museum of Royal Worcester, Severn Street
  • Professional Services – Cheltenham & Gloucester, Mealcheapen Street
  • Multiple Retailer – Animal, Chapel Walk, CrownGate Shopping Centre
  • Independent Retailer – Worcester Blinds, Friar Street
  • Email Response – White Stuff, High Street
  • Telephone Response – Diocesan Board of Finance, Deansway
  • Food & Drink – Little Ginger Pig, Copenhagen Street
  • Health & Beauty – Natures Way, Foregate Street

In addition 13 businesses were also able to collect their World Host Customer Service Recognition Plaque.