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Chambers' national award for 'excellence in customer service'

Published 24th December, 2010 by Neil Nixon

Chambers' national award for 'excellence in customer service'

A company known for managing the UK’s vacant properties has become the first protection business to win the British Chambers of Commerce national award for Excellence in Customer Service. SitexOrbis, a company responsible for protecting some 50,000 properties annually, was chosen from almost 100 entries for the way it had ‘transformed its business’, the award organisers said.

The transformation came after an independent survey of customers in 2008 rated SitexOrbis number one for customer satisfaction among competitors, yet highlighted unmet customer needs. In response, the company launched Project Pride with the aim of involving staff in the creation of a more customer-centric approach that, through innovations, would give customers better results for less cost. Levels of happy customers have now increased to 96% and the business has achieved 10% growth despite the recession.

Recent innovations include triple-award winning eMAKS that makes key collections unnecessary for property managers and a unique vaporisation process for more efficient and faster infection control and mould eradication.

Neville Reyner, president of the British Chambers of Commerce, said: “SitexOrbis had the courage to take a long, hard look at itself and make the brave decision to radically change the way it had always done business. Since then the company has gone from strength-to-strength and is continually monitoring its performance against its own high expectations. This is a difficult thing to achieve and hard to pull off, but SitexOrbis has succeeded at a high level.”

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