Voice of the Customer specialist eDigitalResearch has been shortlisted in partnership with SSP, a leading operator of food and beverage outlets in travel locations worldwide, for the 2015 UK Customer Satisfaction Awards.
Organised by the Institute of Customer Service, the UK Customer Satisfaction Awards are designed to recognise and celebrate organisations who have implemented successful and innovative customer service strategies. eDigitalResearch is nominated in the Customer Feedback Strategy Award for its work with SSP’s customer feedback solution.
In the UK, SSP has been working with eDigitalResearch since early 2013. The introduction of the bespoke ‘Eat on the Move’ customer experience management programme is allowing the business to engage in more meaningful dialogue with its customers 24/7. SSP now has enhanced processes in place to collect feedback from customers in real-time, assess what they have to say and make immediate, incremental changes in response to provide an even better customer experience
The UK programme has been so successful that in November 2013, SSP took the decision to roll out the solution to outlets in an additional nineteen territories.
Derek Eccleston, Commercial Director at eDigitalResearch, comments, “We’re thrilled to be recognised for our work with SSP. Our unique proposition of both leading edge technology and research expertise meant we were able to create something truly special and bespoke that moulded around the SSP business. We’ve worked with them to create a tool that delivers results at every level – from front line staff to the SSP head office”.
Simon Smith, CEO for SSP UK and Ireland, comments “We have been working with the team at eDigitalResearchsince January 2013 and the data we have gathered means that we have been able to use real-time customer insight to enhance our decision-making around product development as well as training and development for our frontline teams. The decision to roll this out to the wider Group demonstrates how important customer service and customer insight is to the SSP business.”
Winners of the UK Customer Satisfaction Awards are announced in March 2015.