We’re excited to announce that we’ve been shortlisted as a finalist under the Customer Centric Organisation category for this year’s UK Business Awards, which will be judged by a panel of industry experts on 9th July.
Putting customers at the heart of everything we do
This award category recognises companies that have gone above and beyond to develop a customer-centric culture, putting the right structures and processes in place to ensure they deliver a first-class customer experience.
SmartSurvey is already well-renowned for its customer service and support strength, so the award shortlisting is especially pleasing given our hard work over the last 12 months to identify and understand areas where we could make further improvements.
We took a number of steps to achieve this including working with one of the UK’s leading customer experience (CX) consultants to deepen our understanding and develop a more customer centric approach throughout our business, from our sales, customer service and support to our product and development teams. This also led to the restructuring and strengthening of our frontline teams, with the addition of new FTE positions in new business, customer success and customer service.
To deepen our understanding of our customers’ wants and needs we also increased our mechanisms for gathering valuable feedback across more customer touchpoints. We’ve implemented feedback surveys throughout the customer journey that include CSAT, NPS & CES, and a product feedback survey for more customer centric roadmap planning and development. Subsequently, we’ve been able to start developing and prioritising new features in a more customer centric way, with special emphasis on UX and UI, to further improve the look, feel and functionality of our software.
The work involved in this latest initiative reflects perfectly what the company is trying to achieve in delivering an even better customer experience – making this latest award shortlisting especially pleasing – as SmartSurvey’s CEO, Mo Naser explains:
“Given that we already help many leading brands to deliver a better customer experience, we realised there was opportunity to not just improve, but drive a step change in our approach to becoming truly customer centric. To deliver products and service that truly resonate with your customers, you need to deepen your understanding of their wants and needs, which is why we introduced the initiative. Although many companies may say it, we really do strive to put customers at the heart of our business, and we look forward to bringing more exciting innovations to our customers in the years ahead.”
About the UK Business Awards (UKBA):
Launched in 2014, the UK Business Awards (UKBA) recognise the finest accomplishments and innovations from the world of British business. These Awards also recognise the organisations, teams and individuals who are achieving great results in business. Through open finalists’ presentations the UKBA aims to share best practice and provide an inspirational experience that enables personal and professional growth.