On Thursday 22nd October, the Contact Centre team at Center Parcs (based at Head Office in Nottinghamshire) were named best for customer service in the travel and hospitality sector by ICMI at a glittering ceremony at Old Trafford. More than 350 companies were included in the assessment by the ICMI with the top 50 being announced in September and the finalists being invited to attend the awards ceremony.
The ICMI is an independent and competitive benchmarking programme which started the award programme in 2008. ICMI have been helping the UK’s most innovative and respected brands benchmark their customer experience against other leaders in a range of industries. All companies included in the ICMI analysis are measured against other brands and against industry expectations and those recognised are ones that demonstrate truly exceptional service.
Each Contact Centre was measured by GFK through 125 mystery shopping interactions, half by actual guests of the business and the remaining from outside the company’s guest-base. Mystery shopping interactions were at various times of day, by enquirers from a variety of demographic backgrounds, with a range of enquiry types and scenarios. Interactions included calls, email and social media.
Ryan Gray, Head of Sales at Center Parcs said:
“We are absolutely delighted to have been awarded this prestigious accreditation. We have always set extremely high standards regarding the excellent service we give to our guests, so this award, celebrating customer service, really is the icing on the cake.”
“What makes us special, is the pride and passion of the people who make up our team, as well as the unique product we offer. We don’t see our callers as numbers, each guest is different and has differing requirements and by treating each person who contacts us as an individual, they get that personal service that Center Parcs has become synonymous for.”