FedEx Express France has been awarded the ‘Customer Services of the Year Award 2011′ in the‘letters and parcel distribution’ category based on the annual independent study from BVA-Viséo
Conseil.This award provides an important and reliable mark of quality. Customer service quality is adeciding factor when choosing which company to deal with for 85% of the French population, thecompany pointed out.
Across all channels assessed – telephone, email, online and mail – FedEx scored higher than therest of the sector, and scored particularly high for online services. At FedEx, 100% of the handledcalls are answered within 20 seconds and 100% of emails are replied to within two business-daysversus 82% on average for all other participants. FedEx operators excelled in politeness,availability, capacity to listen and convey information in a clearly and concisely way.
The assessment found that the FedEx team used all resources, at every level of the business, toprovide simple and effective solutions as part of a high quality and long-lasting customerrelationship.
“This prize rewards the team spirit and the responsiveness of the service-minded men and womenwho passionately provide exemplary customer service across the globe. It recognises their dailycontribution, and provides us with a means of saying thank you. Offering the best serviceexperience to our customers really is one of our core differentiators”, said NathalieAmiel-Ferrault, vice president of Customer Experience, EMEA, FedEx Express.
A key date in the customer services calendar, the ‘Customer Services of the Year Award’ is inits fourth year and assesses the quality of a company’s contact services. Efficiency of customerservice is assessed according to specific criteria, using key principles such as accessibility,responsiveness, receptiveness, objectivity, responsibility, personalisation, pro-activeness andconviviality.
