Osborne wins at 2013 UK Customer Satisfaction Awards

Osborne has been announced as winner of NICE Best Application of Technology Award at the UK Customer Satisfaction Awards 2013.

Osborne’s property services team undertakes about 200,000 tasks a year with a workforce of over 260 people. To meet its targets, and help ensure that its clients and their residents were happy with the level of service, the team developed a detailed set of processes – the ‘Osborne Excellence Model’ – a continually evolving framework of actions and behaviours.

To make the model function successfully Osborne also invested in a ‘Future Systems’ IT project, working with a consortium of suppliers led by 1stTouch, that incorporated mobile diagnostic, deployment and auditing tools, improving the efficiency of the process from call centre operator to right first time repairs.

Nick Sterling, Managing Director of Osborne’s Property Services team, said: “Maintenance and repairs work requires a strong customer services ethic, backed up by the technology and logistics to deliver it effectively. We are the only company from the social housing sector to be recognised at these awards and are pleased to have stood up to scrutiny against much bigger companies.”

“But more important to us is the recognition of our customers themselves. We are pleased to report that as a result of this new way of working our customer satisfaction levels have reached an all-time high, approaching 100%.”

More than 500 business leaders attended the third annual UK Customer Satisfaction Awards organised by the Institute of Customer Service. The Awards recognise and reward organisations who are delivering excellent and innovative service to meet their customers’ needs and enable them to thrive.

Jo Causon chief executive Institute of Customer Service said: “In an industry not known for its innovation, Osborne secured the NICE Best Application of Technology Award with a great example of an off-the-shelf solution implanted well with proven results of increased efficiency and customer satisfaction levels.”

“Osborne is differentiating through service, placing customers at the heart of their business strategy and securing a bright future for their employees by doing so.”

Also shortlisted for the award were Prudential, British Gas Electrical Services, RBS and Barclays.