Osborne Customer Satisfaction Score Leaps by 17 Points

In a survey of its customers, Osborne Property Services (OPSL) has seen its customer satisfaction rating soar 17 points in the past year.

The strategy of focusing on delivering excellent customer service has reaped rewards for OPSL, which has increased its score as independently assessed by the Institute of Customer Service to 79.7 from 62.5 out of 100.

The result compares favourably with customer satisfaction scores by other major businesses, as separately assessed by the Institute’s six-monthly national UK Customer Satisfaction Index. The most recent UKCSI, published in July and made up of 40,000 customer responses nationwide, shows retailers John Lewis (87.7) and Amazon (87.5) are the UK’s best at providing good customer service.

Organisations in the UKCSI that receive similar scores to OPSL include Marks & Spencer and Volkswagen, which scored 80.7 and 80.5 respectively.

Nick Sterling, Managing Director, for OPSL, said: ‘We would like to thank our customers for their resounding vote of confidence in the service we give them. We are constantly seeking ways to improve our business and I am delighted the efforts we have put in over the last year have been recognised by our customers.’

‘However, there is more to come. While we are pleased our score for professionalism has jumped to 84, there are other areas we can work on and are already doing so. We hope to continue to improve our customer service score in 2015 to break that 80 point barrier!’

OPSL’s performance comes at a time when, in the UK, customer satisfaction overall is falling, according to the national UKCSI. Half the 197 named organisations included in the UKCSI have seen their overall customer satisfaction scores fall by more than one point in the past year.

Jo Causon, chief executive of the Institute of Customer Service, said: ‘Through the adoption of the Institute’s UKCSI Business Benchmarking assessment, OPSL is showing its dedication to improving customer service and bringing to the forefront of the business. It has made substantial improvements in its scores this year and we hope that it continues to put a consistent focus on customer service.’

As part of its continuing plans to improve its customer service, OPSL aims to achieve the prestigious ServiceMark standard for customer service by the end of 2014. This world-class standard is awarded to few organisations and OPSL is confident it will demonstrate the extent to which customer experience is truly embedded in the way it conducts business.