Siódemka S.A. has received the prestigious “Customer Friendly Company” program emblem for the second time in a row. The program is an audit that verifies the level of service quality and customer satisfaction, and the distinction is awarded based on independent research.
“Customer Friendly Company” is the only comprehensive research and development project in Poland that diagnoses areas where a company’s relationships with customers are based on the exchange of value. The audit model implemented through the FPK corresponds to modern marketing trends, according to which the key to business success is identifying and meeting customer needs. The goal of the Program is to increase the level of customer service management among Polish enterprises, raise standards for conducting company commercial policies, and build long-term relationships with customers based on mutual benefits. The program is addressed to all companies and institutions, as well as branches and subsidiaries of corporations operating in Poland, that responsibly think about developing strategies and employee competencies in the field of customer service. The program has been on the market for 9 years, and over 1000 companies have undergone audits so far. Over the last 3 years, nearly 80% of the companies surveyed during that time have received the Emblem.
The research carried out as part of the program concerns four main areas: general customer satisfaction, detailed assessment of the quality of cooperation with the company, assessment of service quality in individual channels, and the probability of recommending the company’s products or services.
Siódemka joined the “Customer Friendly Company” program because the quality of cooperation with the client, timeliness, and flexibility of the offer are the most important elements in building its position in the courier services market. The company’s strategy is based, among other things, on introducing new solutions and innovations in the field of shipment and customer service. It aims to accelerate and automate the shipment handling process, and thus improve the timeliness and safety of deliveries.
– We are pleased that the effort of the entire Siódemka team is appreciated externally – says Marcin Kruszyński, PR Manager, Siódemka S.A. – The distinction in the “Customer Friendly Company” program is all the more valuable because it is awarded in practice by the customers themselves. Their level of satisfaction is the most important verification of our actions, and on the other hand, a litmus test for the development of the entire company.
In the past year, the company has created a number of new services and functionalities for its customers. The latest of these is a solution aimed at micro and small companies in the e-commerce sector, which is a combination of a promotional commercial offer with the 7 Internet Shipping online shipment and customer service platform. Siódemka also offers a family of advanced tools supporting the shipment handling process for small and medium-sized enterprises – 7 Business Ship Control and 7 Office Ship Control. In order to ensure the best possible communication with the recipients of its services, Siódemka also launched a new version of the Customer Service Office on Facebook this year. The full range of functionalities of the new tab includes shipment monitoring, Allegro tracking, a branch locator, quick courier ordering, and the ability to ask questions to Customer Service staff along with the history of previous correspondence.