National Awarding Organisation, NCFE, has been named as one of the Top 50 Companies for Customer Service in the UK for the third consecutive year.
The prestigious customer service benchmarking programme uses real customers to mystery shop and measures companies’ customer service across multiple channels.
Newcastle-headquartered NCFE placed within the top 20 overall and was ranked 8th for call service. The organisation was rated highly for its timeliness, ease of use, reliability, staff knowledge and personalised service.
NCFE and all the companies that made this year’s Top 50 list attended a Gala Dinner last night at the Edinburgh Corn Exchange to celebrate their success.
NCFE has a number of teams who interact closely with customers – who include FE colleges, training providers and schools – as well as learners on a daily basis. The 60-strong Customer Support department, which serves customers of both the NCFE and CACHE brands, handles all inbound customer queries and administration.
Since being included in the 2015 Top 50 Companies for Customer Service, the organisation has integrated the CACHE Customer Support function into NCFE, introduced a successful webchat service, and begun to offer an even more personalised service to customers.
Jill Gray, Head of Customer Support at NCFE, commented: “Always being customer focused means that service is at the heart of everything we do, and we keep our customers and their needs front of mind at all times. We’re continually striving to better our current service levels to ensure customer satisfaction and loyalty, and we’re committed to going the extra mile to deliver an amazing customer experience every day.
“I’m delighted that we have retained our place in the coveted Top 50 Companies for Customer Service. We were thrilled to be included in the last two years, so being recognised for a third year in a row is fantastic, especially in a year when we’ve grown so much.”
Esme Winch, Managing Director of NCFE, said: “We’re very proud to have made the Top 50 this year – it’s testament to the efforts that all our colleagues go to in order to provide the best possible service. We value the long term relationships we have with our customers, and are always looking for ways to solve customers’ problems, make things easier for them and to help them reach their targets.
“Being recognised as one of the Top 50 Companies for Customer Service in the UK is a significant achievement, and we look forward to continuing to strengthen our service offer and to working closely with our customers over the year ahead.”