Reader’s Digest Quality Service Awards

Covid has dramatically impacted the customer service industry and a just-released Reader’s Digest survey reveals those doing a sterling job of rising to the challenge.

The latest Quality Service Award results are out, as determined by an annual Reader’s Digest-commissioned survey. The results provide an indication of where to turn to for exemplary service in 2022.

Reader’s Digest APAC editor-in-chief Louise Waterson says many businesses have faced “extreme difficulty” on the customer service front given lockdowns and other Covid-related challenges.

“There have been so many frustrating obstacles to navigate as part of this new virus-wary business and economic landscape, involving more than concerns around loss of revenue. There’s been a dramatic shift from face-to-face interaction, for example, to online platforms with customer service teams assisting customers through phone calls, social media, online messaging, live chats, SMS and video. For some, this was more seamless than for others.

“Given all the challenges, being recognised as a quality service award winner is arguably more commendable than ever, especially as those providing the service are often dealing with customers feeling vulnerable in these trying times,” she says.

In determining which service providers were best, those surveyed were asked to judge them on the pillars of understanding, personalisation, simplicity, satisfaction and consistency.

Catalyst Consultancy & Research surveyed 2,400 Kiwis who were asked which companies, in 35 categories provided the highest levels of customer service over the past 12 months. The superstars acknowledged for doing an especially good job during trying times included some - such as Ryman Health Care (elderly care) and BestStart (child care) - still offering a face-to-face service.

Those organisations and businesses getting the big ticks from Kiwi consumers are as follows:

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