Covid has dramatically impacted the customer service industry and a just-released Reader’s Digest survey reveals those
doing a sterling job of rising to the challenge.
The latest Quality Service Award results are out, as determined by an annual Reader’s Digest-commissioned survey. The
results provide an indication of where to turn to for exemplary service in 2022.
Reader’s Digest APAC editor-in-chief Louise Waterson says many businesses have faced “extreme difficulty” on the
customer service front given lockdowns and other Covid-related challenges.
“There have been so many frustrating obstacles to navigate as part of this new virus-wary business and economic
landscape, involving more than concerns around loss of revenue. There’s been a dramatic shift from face-to-face
interaction, for example, to online platforms with customer service teams assisting customers through phone calls,
social media, online messaging, live chats, SMS and video. For some, this was more seamless than for others.
“Given all the challenges, being recognised as a quality service award winner is arguably more commendable than ever,
especially as those providing the service are often dealing with customers feeling vulnerable in these trying times,”
she says.
In determining which service providers were best, those surveyed were asked to judge them on the pillars of
understanding, personalisation, simplicity, satisfaction and consistency.
Catalyst Consultancy & Research surveyed 2,400 Kiwis who were asked which companies, in 35 categories provided the highest levels of customer
service over the past 12 months. The superstars acknowledged for doing an especially good job during trying times
included some - such as Ryman Health Care (elderly care) and BestStart (child care) - still offering a face-to-face
service.
Those organisations and businesses getting the big ticks from Kiwi consumers are as follows:CategoryWinnerSilverBank of the YearASBTSBCar InsuranceAA InsuranceStateCar RentalsJucyAvisCoffee Shops & CafésStarbucksMuffin BreakCruise OperatorPrincess CruisesP CruisesDIY Home Improvement StoresMitre 10BunningsFlooring Stores (excluding Tiling Stores and DIY Home Improvement Stores)Carpet CourtHarrisons CarpetFuneral InsuranceNew Zealand SeniorsMomentum LifeGarden CentresKings Plant BarnPalmersGas & Electricity ProvidersElectric KiwiPowershopHealth InsuranceSouthern Cross Health SocietyAA HealthHearing ServicesBay AudiologyDilworth HearingHome & Contents InsuranceAA InsuranceStateHome Design & Build ServicesStonewood HomesLockwood HomesInternet Service Providers2degreesContact EnergyKindergarten Centre OperatorsBestStartBear ParkLife InsuranceAA LifeSouthern Cross Life InsuranceLiquor OutletsLiquorlandSuper LiquorLoyalty CardsNew World ClubcardCountdown One CardManufacturer Certified Used Car SalesToyota Signature ClassHonda Certified Used CarsMeal Plan Delivery ServicesHelloFreshBargain BoxMobile Phone Service Providers2degreesSkinnyOptometristsSpecsaversOPSMPaint & Decorating Store (excluding DIY Home Improvement Stores)ReseneGuthrie BowronPet InsuranceAA Pet InsuranceSouthern Cross Pet InsurancePizza FranchisesDomino’sHell PizzaReal Estate AgenciesHarcourtsProfessionalsRetirement VillagesRyman HealthcareBupa NZRoadside AssistanceAA RoadserviceStateSuperannuationGenerateASBSupermarketsCountdownNew WorldTiling Stores (excluding DIY Home Improvement Stores)The Tile DepotTile WarehouseTravel InsuranceSouthern Cross Travel InsuranceAA Travel Insurance
Tyre Retailers
Used Vehicle Dealerships
Bridgestone
Enterprise Motor Group
Tony’s Tyre Service
2 Cheap Cars