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Osborne Customer Service Excellence Bucks Industry Trend

Osborne Property Services (OPSL) has bucked an industry trend for worsening customer service by recording a 25 point surge in customer satisfaction to 82 out of 100 in the past two years.

OPSL’s performance on repairs and maintenance, as independently assessed by the Institute of Customer Service, comes as other housing contractors have seen customer satisfaction slump to 10-year lows.

Figures compiled by research company Glenigan and released this week by industry body Constructing Excellence show only 62%  of house building projects being rated eight out of 10 or better for service, down from 76% in the 2012 survey and the lowest rating for the past 10 years. Glenigan also found only 74% of house building projects were rated eight out of 10 or higher for product, down from 82% in the previous survey and a high of 88% in a previous report in 2011.

Nick Sterling, Managing Director of OPSL, said: “We have listened to our customers in the social and affordable housing sector and, as a result, have placed achieving excellence in client satisfaction at the heart of our business. We are very grateful our customers have seen the fruits of our labour and will continue to push ourselves to exceed their expectations.”

Earlier this month, OPSL was announced as one of just 20 UK businesses invited by the government to use its expertise to help develop an apprenticeship in customer service. The new Customer Service Apprenticeship Standard is part of the government ‘trailblazer’ drive to modernise apprenticeships in partnership with employers and to ensure young people have the skills to succeed.

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