Following National Customer Service Week (5-9 October), Red Funnel Ferries is delighted to have been accredited with the national ServiceMark standard from The Institute of Customer Service in recognition of the company’s commitment to, and achievements in, customer service.
Service Mark is a national standard lasting for a period of three years that recognises an organisation’s commitment to, and achievements in, customer service.
Red Funnel received accreditation based on customer satisfaction feedback and an assessment of the engagement of employees with the company’s customer service strategy. As well as being a mark of achievement, the accreditation will help Red Funnel further develop its customer service by identifying where improvements can be made and helping to develop action plans for service enhancement, demonstrating Red Funnel’s continued commitment to providing the best possible service for its
Kevin George, CEO for Red Funnel, commented, “We are delighted to accept this accreditation as an indication that our high customer service levels are delivered and continue to improve. We believe this is testament to our ‘customer first’ strategy and the significant investments we have made in delivering an unrivalled experience for cross-Solent travellers.”
Jo Causon, CEO, The Institute of Customer Service commented, “ServiceMark is increasingly becoming the standard for customer service excellence. By taking part in this process organisations such as Red Funnel are able to benchmark their performance against best practice, gain a better understanding of customers and develop tailored strategies to deliver what those customers want.”
This fantastic achievement for the Isle of Wight ferry company comes after Red Funnel invested in extensive customer service training for its employees in 2015, introducing user group forums and deploying customer greeters, which has resulted in a 113% increase in compliments and 16% fewer complaints in 2015 vs. previous year.
Last month also saw Red Funnel report a positive year to date, with a 4.6% increase in car volumes for 2015, following the £2.2 million refurbishment of its Red Osprey vessel which re-launched earlier this year, and the announcement that the company is investing £6 million in Red Jet 6, a new high-speed passenger catamaran, which is currently being built on the Isle of Wight.