Briggs Equipment’s Customer Experience Team have picked up the coveted ‘Close the Loop’ and ‘Best in Class’ awards at the recent Account Experience Awards hosted by Customer Gauge.
The ‘Close the Loop’ award recognises those who not only engage proactively with customers, but also follow up with responses and deliver a satisfactory resolution. Key to the award win was an outstanding ‘closed loop’ record of 97% for all customer feedback survey responses, which was achieved on average within just 11 hours.
The Briggs Customer Experience Team, comprising of Gemma Beddow, Laura Radcliffe, Sam Watts and Sam Cheetham and Gail Borton have helped implement a wide range of customer engagement and experience measures and their innovative approach has been received extremely well. There is also a charity element to their work, as with each completed response received a donation is made to the Briggs charity of the year. In 2021, this helped raise over £5,000 for Prostate Cancer UK and already in 2022 over £3,000 has been generated for Young Lives vs Cancer.
Gemma Beddow, Briggs Equipment’s Head of Customer Relations, commented: “Since the Customer Experience Team was formed a couple of years ago, we have been focused on improving our interaction and engagement with customers.
“A key part of that work has been our ability to ‘close the loop’ and demonstrate to our customers that we are hearing their feedback and delivering on what they tell us. It is brilliant that the dedication and expertise of the team has been recognised with these awards and it is fully deserved. The awards also demonstrates the value that Briggs places on customer experience and we have received excellent support internally, which has allowed us to introduce new measures and innovate the way we work.
“This is very much the start for our team and we are committed to building on the progress we have already achieved.”