- CobraTrak and NavTrak stolen vehicle tracking customers
rate Cobra UK number one in independent survey
- Institute of Customer Service report puts Cobra UK
ahead of high profile automotive and transport brands
Cobra UK is celebrating an industry leading performance in the
latest Institute of Customer Service's (ICS) UK Customer
Satisfaction Index (CSI).
The independent report enables Cobra UK as a provider of stolen
vehicle tracking solutions to benchmark itself against other
service providers in the motor industry including car hire and
roadside assistance.
The remarkable result reflects the business focus by Cobra UK on
customer service for CobraTrak and NavTrak customers, with Cobra UK
achieving an industry leading score of 82.4 out of 100.
Cobra UK's customer satisfaction performance leads other high
profile brands in the car hire, breakdown and recovery and parcel
delivery industries. The overall average CSI score for all service
industries is 80.9, which puts Cobra's excellent performance into
perspective. The average UK CSI company score across all industries
is 77.9.
The Cobra CSI Index word cloud of actual customer quotes
features words like 'efficient', 'helpful', 'professional',
'reliable' and 'competent' to describe its customer service
performance.
The UK CSI index takes into account customer loyalty, a
company's ability to avoid causing customers problems in the first
place, their success at handling a complaint and the overall
outcome of any customer complaint.
Cobra is committed to the ICS programme as it differentiates its
service to its close rivals and ensures all employees work to a
clear customer service strategy owned by the entire business.
"Cobra UK provides peace of mind for the owners of premium and
prestige vehicles with CobraTrak and NavTrak stolen vehicle
tracking services. The recovery times when a vehicle is stolen are
industry leading and this latest news from the ICS confirms that
our relentless attention to customer service delivers outstanding
levels of customer satisfaction," said Andrew Smith, Managing
Director of Cobra UK.
"We have always had very strong feedback from our CobraTrak and
NavTrak customers, but by joining the Institute of Customer Service
and its UK Customer Satisfaction Index we have been able to firmly
put our performance into much wider perspective.
"Ultimately a greater focus on, and delivery of excellent
customer service will further strengthen Cobra's business financial
performance," he added.
Cobra is on track to achieve the ICS ServiceMark later in 2014,
which is a rigorous customer service accreditation that
incorporates a staff survey, customer survey and independent
assessment.