A new report by the Institute of Customer Service has shed light on the customer satisfaction performance of businesses across the telecommunications and media industry.
Topping the 2019 rankings, Zen Internet achieved an unparalleled score (91.0) on the UK Customer Satisfaction Index (UKCSI), exceeding the industry’s average (74.4) and the UK’s all-sector average (77.7) – providing peace of mind to its loyal customers.
As part of its ongoing commitment to customer satisfaction, Zen – consistently recognised as Which?’s Best Broadband Provider – has recently launched an industry-first lifetime price guarantee. Reinforcing the leading customer service and reliability that the brand is known for, the organisation has taken aim at the short-term profit-seeking focus of the industry’s ‘big four’; promising that existing customers will never experience price increases as long as they stay with their current plan.
Zen was also among the first providers to sign up to Ofcom’s auto compensation scheme put in place to protect consumers if things go wrong.
Richard Tang, Chairman and Founder of Zen, said: “The results from the UKCSI send a very clear message – that at Zen, we go the extra mile for our customers. Putting their wants and needs first should be an industry-wide approach, but sadly there’s too much short-term thinking in the pursuit of profits that are ultimately at the expense of customers. Thinking long-term and putting customers at the forefront of our strategy is part and parcel of our approach and ultimately leads to the long-term customer loyalty and success we’ve seen over the years.”
The Institute’s isolated business benchmarking of Zen heralded the competence and helpfulness of the company’s staff, with respondents describing their satisfaction levels after recent experiences as “satisfied”, “reassured” and “happy”.
At Zen’s partner day back in 2017 Richard Tang came out and discussed his approach to business for the first time. His ‘People before profits’ ethos has been instilled within the company from top to bottom and he hopes other businesses will take stock of how they currently operate and their impact on society.
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