To achieve the accreditation, the ICS carry out annual 360 assessments with an independent expert: both internally and with MSC’s customers, as well as onsite interviews. This external expert opinion gives its customers the confidence that they can depend on MSC.
Jo Causon, CEO of the Institute of Customer Service, said: “MSC are part of a growing number of organisations that realise the importance of a consistent customer service strategy. Achieving ServiceMark with Distinction showcases MSC’s commitment to improving the customer experience, and by acting on the insights gained during the accreditation process, the team will be in a strong position to offer customers what they want, when they want and how they want it.”
Valuing its world-class service, MSC nurtures a truly customer-centric culture in its business, operations and decision making. From its knowledgeable in-house experts, through to receiving the right products for the customer's application, and with on-time deliveries, MSC takes great care in listening to its customers and understands the need to get on with their job with little disruption.
MSC is proud of its service levels which include 99% of orders delivered the next working day, answering the phone within 7 seconds and its 4.7/5 rating on trust pilot. But to MSC it’s more than numbers, it’s about delivering an overall great customer experience.
MSC has now held its ServiceMark accreditation for five years having successfully passed the annual ICS assessments. With only 19 out of the 400 accredited ICS members successfully achieving a distinction to date, MSC is now in the top 5% of high performing businesses and the only member in the manufacturing category to be awarded a distinction.
Joanne Camm, head of customer experience for MSC said: “Achieving the distinction level for such a prestigious award emphasises our continued efforts year on year to deliver an improved customer experience.
“It takes a lot of effort and sustained commitment to achieve the ServiceMark with Distinction, so I’m really proud of everyone at MSC and the great work they do in putting the customer first. We value customer service enormously in our business and to be recognised as being among the very best in the UK is a huge testament to the team.
“Over the last few years, we’ve focused on building customer relationships which has really helped us deliver that step change in the customer experience. Along with driving efficiencies and listening to our customers, this truly demonstrates the quality of service our customers can expect.”
