SMT GB has revealed details of how it has been using tools from The Institute of Customer Service to improve the support it provides to customers across the UK.
The firm explained that it was the first construction equipment dealer in the country to become a member of The Institute of Customer Service when it joined the organisation in December 2023, adding that its membership has strengthened the way it listens to customers, incorporating independent benchmarking alongside its own feedback programmes, to better understand expectations and strive for higher levels of service quality.
As part of its membership, SMT GB uses the organisation’s Service Culture Index and Business Benchmarking tools to gain independent insight into customer experience and compare its performance against recognised standards. This 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.
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.”
