As a member of the Institute of Customer Service, Wienerberger UK is committed to delivering the highest standard of customer service for our customers.
Wienerberger UK has officially been a member of Institute of Customer Service (ICS) since 2019, joining 400 leading companies and public bodies who strive to deliver excellence in all areas of customer support and communication.
“We’re committed to continuously improving our service levels,” says Samantha Hartley, Head of Customer Support at Wienerberger UK. “Being a member of the ICS demonstrates our willingness to learn what our customers need and how we can best solve their challenges. The ICS works with us to identify opportunities for improvement, providing the strategic framework and tools needed to always deliver the very best service to our valued customers.”
Last year the organisation undertook a survey of its customers and employees to understand the current level of satisfaction with the customer service provided by Wienerberger.
“We were delighted with the results of the customer survey,” Samantha adds. “While there is still room for improvement, we’re pleased to see that our efforts are driving results, with customers that feel supported and listened to. In 2019 our customer satisfaction score was 73.5% and although we have been through a pandemic, lasting almost two years, we have still managed to increase this score to 81.2% in 2022. This shows that even during the most demanding times, we can improve the customer experience.”
Julie Caddick, Customer Support Manager for Brick added “We also need to recognise the effort that all of our colleagues have made to give great customer service to other departments. It is this combined effort, throughout the whole business, that enables us to give our customers the service and support they now expect. We are currently engaging with all departments to spread the word that every employee is responsible for ensuring great customer service to their internal and external customers.”
To encourage survey uptake among its customers, Wienerberger pledged to make a charitable donation for each submission. As a result, £1,810 will be submitted to each of the following charities: Barnardo’s children’s charity, MacMillan Cancer Support, and Mates in Mind, a mental health awareness charity focusing on construction and related industries.
“It’s wonderful to be able to combine our community fundraising efforts with this initiative,” says Louise Hudson, Customer Support Manager for Roof. “Not only have we gained valuable insights to help us further improve our service, we’ve also raised money for some truly deserving causes.”
.jpg)