Top 50 Companies in Customer Service Announced for 2014

The Top 50 is the largest benchmarking exercise for customer service within UK business, based on real customer interactions. This year, it has found the average scores improved to their highest level such as the prized telephone calls category, which saw an average score of 96% in customer service satisfaction achieved across the top 10 participants.

Category leaders announced included:

The Top 50 report was made public at the Westminster Park Plaza to an excited and passionate crowd of over 700 attendees. The evening was hosted by Josh Widdicombe and Rachel Riley.

This year's report was compiled under stricter criteria to reflect customers' expectations and keeping up with digital demands. Changes made include:

Raj Dattani, Programme Director, UBM Live, said:

"The programme allows our members to see exactly how they compare against some of the best and provides a pin point analysis on the areas of opportunity to improve their customer service. With the support of our members, who open their doors to each other, we are seeing that customer service has improved by an average of 13.2% over the last 7 years for those involved".

The Top 50 is run in partnership with GfK Mystery Shopping, one of the UK's leading independent market research organisations. It is the only benchmarking service to use real customers to provide analysis across calls, email, live chat and social media.

The report is based on an extensive programme of mystery shopping. Assessors, who are actual and potential customers, engage with member contact centres and make either simple or complex enquiries. They record what happens during their phone conversation, email, live chat and social media channels.

For more information, please visit: http://www.callcentre.co.uk/top50/

Notes to editors: 

About UBM Live, organisers of the Top 50 

UBM Live connects people and creates opportunities for companies across five continents to develop new business, meet customers, launch new products, promote their brands and expand their markets.   Through premier brands such as MD&M, CPhI, IFSEC, TFM&A, Cruise Shipping Miami, the Concrete Show and many others, UBM Live exhibitions, conferences, awards programs, publications, websites and training and certification programs are an integral part of the marketing plans of companies across more than 20 industry sectors.

For more information, go to http://www.ubm.com