Congratulations to our Customer Experience Team, who recently won the coveted “Close The Loop, Account Experience Award” at the CustomerGauge awards ceremony.
The ‘Close the Loop’ award recognises those who not only engage proactively with customers, but also follow up with responses and deliver a satisfactory resolution. Key to the award win was an outstanding ‘closed loop’ record of 98% for all customer feedback survey responses, which was achieved on average within just 11 hours.
The award-winning team of 2022; Gemma Beddow, Laura Radcliffe, Sam Watts, Gail Borton, Emily Holbrook and Sam Cheetham, have all been instrumental in driving and implementing our wide-ranging customer experience strategy. The team have also delivered on their pledge to make a charity donation each time a response survey is completed. Already this year, over £5,000 has been raised for the Briggs charity of the year, Dementia UK, with over £40,000 donated to various charities since 2020.
Gemma Beddow, Briggs Equipment’s Head of Customer Relations, commented: “I’m extremely proud of the team and this award is testament to their hard-work and dedication to their profession. A key factor behind the award win, is our proven track record of delivering improvements based on the feedback received from customers.
“The fact that we have now won this award in consecutive years, demonstrates the team’s extremely high-standards and their passion for continuous improvement. At Briggs, we place a huge value on customer experience and this has been shown with the support we’ve received from across the business, allowing us to innovate and improve our approach.
“We were also delighted to recently welcome Beccy Saunders to our team, who joins us at an exciting time for both Customer Experience and the wider Briggs business.”
To find out more about the work of the Customer Experience Team, you can listen to this episode of The Briggs Equipment Podcast recorded in 2022.