The awards, which recognise best customer service, were introduced last year.
The Quality Services Awards (QSA) results are based on the findings of a survey conducted by Catalyst Marketing and Research. Commissioned by Reader’s Digest, the survey canvased a representative sample of 1,500 New Zealand adults. Respondents were asked to nominate service providers in 30 categories including sectors as varied as hotel chains, personal banking, pet insurance, pizza franchises, shoe stores and travel agencies, for example. The highest rated company in each category was judged the Gold Standard winner.
Survey respondents were asked to rank their experience of the listed companies according to five questions: Was an individual customer experience provided; was a genuine insight into the customer’s needs demonstrated; was dealing with the company quick and easy; was a consistently high-quality service delivered; and was the customer’s expectation met or, even better, exceeded? To qualify to vote on a category they were required to have recently used such a service.
According to Reader’s Digest managing editor Louise Waterson the survey enables New Zealander consumers the chance to share their views about companies that consistently deliver the very best customer service.
“It also provides our readers with a list of companies that they can turn to for excellence in service.
“To the benefit of all, the 2016 Quality Service Awards recognise the businesses with the happiest, most satisfied customers in their respective fields – at the same time encouraging the return of genuine customer service to our lives and our culture,” she says.
Comments validating Pet-n-Sur’s top spot include: clear discussion and advice, easy to set up, and friendly and informative staff.