B2B Engagement

Customer Thermometer, a market leader in survey solutions, has scooped the gold accolade at the 2019 Stevie Awards for Customer Service Department of the Year (Computer Software – Up to 100 Employees). It beat off stiff competition, with 14 companies picking up a silver award and 10 companies getting a bronze recognition in the same category.

Customer Thermometer is renowned across the world for its successful 1click email feedback solution. Its 70+% response rates give organisations access to instant insight into customer sentiment across every interaction, which ensures that customer experience programmes can be effectively measured and enhanced to increase rates of customer satisfaction.

The Stevie Awards customer service department category recognises everyone who works formally in customer service in an organisation, regardless of their role or location. Customer Thermometer nominated its ‘Ministry of Magic’ customer service department.

Lindsay Willott, CEO, Customer Thermometer: “Given what we do as a business, we knew that to stand out we needed to demonstrate effortless and excellent service. We wanted to create an experience that customer would remember. Then out of the blue, an email came through from a customer suggesting our customer service agents named themselves ‘magicians’, because they had given her such great service. We embraced this ‘magic’ and formed the Ministry of Magic.

“The team has done fantastic work in transforming the customer service experience and journey – the average satisfaction score across the past year has been 95.8%. Furthermore, our customer retention rate around 90% – incredibly high for a subscription software business. With all the competition out there now, this score is testament to a great product and the exceptional customer service delivered by the Ministry of Magic. Having our approach recognized by the Stevie Awards is hugely rewarding.”

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