Thought leadership

The Award is in recognition of VW’s strategy of placing the customer at the centre of its operations and activities and achievements in the key area of customer satisfaction.  The award was presented last night at an event in London, and collected by Volkswagen Group’s Head of Customer Service Centre Operations, Petra Krivinskas.


Commenting on the awards, Jo Causon, chief executive of the Institute of Customer Service, said: ‘The Awards have become an integral part of the business calendar.  It is important to showcase and celebrate those who have shown that their organisation is committed to their customers at the very highest level.’


Volkswagen Group secured the Aba Quality Monitoring Customer Focus Award – Large Enterprise for illustrating customer centricity through the translation of customer feedback to changes in policy and proven engagement with the frontline.   Jo added: ‘There is a growing awareness that customer service is integral, not just to the performance of individual organisations, but to the UK economy as a whole.  Volkswagen Group is differentiating through its effective use of customer feedback and evidence of empowering employees, placing customers at the heart of their business strategy.’


The awards are open to organisations that ensure customer focus is at the heart of their strategy, and which display a well-communicated customer strategy and evidence of employee engagement in executing this, as well as extensive evidence of how the customer shapes the business and improvements in overall results.  Judged by an independent panel the awards recognise and reward organisations which deliver excellent and innovative service to meet their customers’ needs.


Leading the Volkswagen Group’s drive for excellence in customer service is Alison Jones, who has responsibility for a team of around 375 people at the Group’s UK headquarters in Milton Keynes and at the Customer Service Centre in Leeds.  Alison was appointed to the newly created role of Customer Quality Director in 2012 to ensure a focussed, strategic and Group-wide approach to consistently high quality customer service delivery.  She said: ‘She said ‘I am thrilled to accept this award on behalf of the Group and in particular my team who are working tirelessly to embed a constant customer focussed approach to service within our organisation, our brands and our networks. 


‘This award requires employee engagement, and recognises that every one of our team members is focussed on driving improvements based on what our customers are telling us.  It has been a challenge to develop strategies tailored across five very different brands, and delivered to our customers in the way they want them, so I believe this award is a fantastic achievement.’


Alison concluded ‘It’s not only testament to  our hard work so far, but also a great springboard from which to continue the next part of our mission to ensure Volkswagen Group customers in the UK not only benefit from the best products but also the best service throughout their entire vehicle ownership experience.’


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