Hazardex 2017 Awards - 4. Best Customer Service - 4A. CSA-Sira Customer Service
20 January 2017
The test, inspection and certification sector has not always been renowned for delivering exceptional levels of customer service. Over the years, many organisations in the sector have made strides to bridge this gap and at CSA Group, this is a key focus for us as we continuously improve to meet the requirements of our global clients.
This work, together with our customer-centric approach, has resulted in our customers’ scoring us 90% in overall customer satisfaction, with 4 out of 5 clients saying they would recommend CSA Group to a colleague (December 2016 customer feedback results, CSA Group UK, completed projects).
We know that for many of our customers, time to market is critical and that dealing with a Certification Body is typically the last step in a very long product development process. By the time our customers engage with us, they already have deadlines to meet and customers who want their product.
As such, over the last 12 months, CSA Group has evolved its processes to respond even better to these pressures, while offering the marks needed for access to global markets. This includes planned start and completion dates on projects, free project start-up meetings, and regular communication throughout the process – all things that our customers have said are critical to their success.
We have invested heavily in our people to ensure we have large teams that can handle volumes of work – as a result, we can start projects quickly, reducing the time to final approval. And our network of offices and expertise around CSA Group locations has meant that very often our customers can limit the number of agencies they need to work with – making the process more efficient and timely.
Many of our customers now see us as their strategic partner, which can be a critical component of successful projects. These are just a few examples of the improvements we have made, putting our customers at the heart of everything we do.