It’s been said many times before, but customers really are the heart of a business. If you are able to put the customer’s needs first, it’s more likely they will have a positive customer experience along each step of their journey. With all the positive feedback received, our Trustpilot rating has increased to 4.7/5. it warms us to know our efforts in delivering better support and service are having an impact.
Doing right by customers
When it comes to delivery, people look for a simple, reliable and efficient solution that gives them peace of mind, saves them time and allows them to focus on business priorities. That’s why we aim to offer just that, with a 98% delivery success rate within 15 minutes of your expected delivery time, easy-to-use online booking and account management, skilled courier experts using smart technology to efficiently route and deliver your items, and a dedicated customer support team available for any enquiry.
Hearing from our customers is great, and the feedback received mostly falls under three distinct categories: the delivery service, the user experience and customer support. Each review that comes in is analysed by the team to identify any opportunity for improving as a business. Here are some examples:
“Excellent service today by Ryan. He gave me a call and promptly delivered to the required address and helped unload the doors in the rain. Great service.”
“Thank you very much for our delivery - friendly delivery driver, carried heavy item to room of choice. Messages about delivery time all accurate, super service.”
“Aleksandra was absolutely outstanding assisting an enquiry I had about the different accounts for my organisation. Thank you for your time and everlasting support.”
A journey towards excellent
With a focus on improving the experience and support for customers, our score has progressively increased to 4.7/5 over the past 18 months, standing out from the industry average of 3.6. Through combined efforts across the business, improved communication channels and by putting the customer at the heart of what we do, we’ve been able to adapt quickly and flex our operations to ensure the customer’s job is delivered on time, and they are supported through the journey.
You spoke, we listened
As one the recent incentives to improve our customer support, CitySprint enhanced telephone service options to simplify phone booking and account management. Each customer can save precious time when calling us and access their desired service directly without any transfers.
Listening to the recorded options should take less than 5 seconds, and each department has a high capacity to receive each enquiry with care. Alternatively, you can book and manage your deliveries online; all customers get free access to our online customer portal.
Looking to benefit from an excellent experience?
Get in touch today, and we’ll be happy to support you every step of the way.