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Customer Service Initiative of the Year!

Last night saw a few of our team head down to London for the Retail Week Awards 2014! Having been shortlisted for a whopping five prestigious awards, we couldn’t have been happier to have won Customer Service Initiative of the Year!

The annual awards saw a number of leading names in UK retail come together to celebrate all that is great about our industry. The star-studded ceremony at the prestigious Grosvenor House saw us beat off competition from ASOS, Argos and B&Q.

As a company whose motto is ‘Devoted to Amazing Customer Service’, we couldn’t be more thrilled to have been recognised for our  Customer Feedback and Engagement Initiative as well as our live-and- breathe Customer Service ethic!

Alongside a solid customer feedback process, our CEO John Roberts takes a personal interest in any ‘thank you’ or negative comments posted by customers via our social media channels or our contact centre. He personally ensures customers receive a bespoke letter of thanks or apology from him.  John also writes personally to a selection of ao.com advisors and drivers each week to thank them for their hard work and dedication to keeping customers happy.  An acknowledgement which he strongly believes drives the right behaviours amongst his staff. 

“At ao.com we take every step possible to ensure that our customers have the best experience possible when they shop with us.   As a collective we understand that customers are the reason we come into work every day and they deserve to be central to our strategy. We are unreasonable in the level service we expect our customers to receive and treat them with the respect they deserve.  Every part of our offer has been operationally geared around making sure that we keep our customers happy.

To have been recognised on this prestigious platform as not only the best for customer service in the electrical retail sector but also across the entire retail industry, both on and offline, is a truly proud moment for the AO team.  It was the one award we really wanted to win.”

Commenting on this year’s Oracle Retail Week Awards winners, Chris Brook-Carter, Editor-in-Chief of Retail Week, said:

“ao.com and all the winners of this year’s Oracle Retail Week Awards represent the new elite of UK retail; the businesses who are responding to the rapid shifts in consumer habits with innovation and ingenuity. The purpose of the Oracle Retail Week Awards is to champion and reward success in this important industry, and we are delighted to see such a wide range of businesses excelling and paving the way for an exciting future for retail.”

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