Builders Merchants Journal – BMJ Publishing to Builders Merchants and the UK merchanting industry for more than 95 years
The Top 50 is the largest benchmarking customer service programme in the UK and is run in partnership with independent market research organisation GfK Mystery Shopping. The process uses real customers to mystery shop, and measures the performance of companies’ customer service across calls, email, live chat and social media over a period of months.
Baxi Genuine Parts fought off competition from 350 other businesses from a cross section of industries to claim first place in both the live chat and service provider categories. Overall, Baxi Genuine Parts was voted fifth for customer service in the UK.
The work of Baxi Genuine Parts’ customer service team, which advises customers on spare parts and promotes the benefits of using genuine, approved products, was highly commended. Customers can contact the Baxi Genuine Parts team through an intuitive, easy-to-use live chat function available on the Baxi website.
The achievement is yet another example of Baxi Genuine Parts’ success with the Top 50 programme, having being included for the last five years.
Dave Willetts, general manager at Baxi Genuine Parts, said: “Customer experience is at the heart of Baxi and we’re continually striving to make things easy for the customer every time they contact us.
“This is the fifth year in a row that Baxi Genuine Parts has featured in the Top 50 Companies for Customer Services list, which is a huge achievement. I want to thank the team for their ongoing dedication to delivering excellent customer service.”
