Cleaning innovation and supplies company Arrow County Supplies has been awarded the Investor in Customers (IIC) Silver accreditation for delivering brilliant customer service.
This award follows an independent assessment carried out by IIC, a customer experience agency where a business is rated and benchmarked on four key areas which includes understanding customer needs, meeting customer needs, delighting customers and loyalty.
Undertaking the assessment in July 2017, Arrow wanted to understand if what they were doing for their customers was meeting their needs and expectations. By carrying out an assessment by an experienced external body like IIC, the company was presented with reliable and valuable feedback.
The results combine the feedback from Arrow’s customers, employees and senior management and Arrow achieved an overall score of 7.88 out of a possible 10, which is a Silver accreditation.
For a first external review, this is an accomplished performance and demonstrates Arrow’s capability to deliver excellence within customer service.
“I am always very happy with the excellent service and products supplied”
“Overall Arrow County provide a fantastic service. The staff are always willing to help. Deliveries are on time and communication is excellent”
“They are a very reliable company. They always deliver on time and update me about any problems/ situations with my order.”
Bruce Blackledge, Managing Director at Arrow County Supplies comments on the results: “We are a customer-centric organisation and customers are at the heart of everything we do, so we thought it was very important to get feedback from an external expert to ensure we gained reliable results to work on.
“We are thrilled with the results for our first assessment. As part of our commitment to continuous improvement, we are already in the process of reviewing the feedback we have been given to ensure we make the most of this opportunity and put our plans in place to deliver further customer service excellence.”
Sandy Bryson, Director at IIC, commented: “For a first assessment this is a great result and clearly demonstrates that Arrow County Supplies truly care about the customer service they provide. Whilst this is still work in progress, the foundations are in place to build on these results and I have no doubt that they will achieve gold in their next assessment.”