SMT GB leverages independent customer insight to keep raising service standards

The construction equipment dealer has been using tools from The Institute of Customer Service to continue developing the support it provides to customers across Great Britain.

The company says its membership has strengthened the way it listens to customers, incorporating independent benchmarking alongside its own feedback programmes, to better understand customer expectations and strive for ever higher levels of service quality.

As part of its membership, SMT GB uses The Institute of Customer Service’s Service Culture Index and Business Benchmarking tools to gain independent insight into customer experience and compare its performance against recognised standards.

This insight is combined with feedback gathered throughout the customer journey, helping SMT GB identify what matters most to customers and where improvements can make the biggest difference to their experience.

Matt Sprott, customer success manager at SMT GB, said: “Even when you believe you are delivering a high level of service, there is always more you can learn from your customers. Independent feedback gives us an external view of our performance and helps challenge our thinking. It allows us to recognise what we are doing well, while also identifying where we can continue to raise the standard of support we provide.”