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Kia wins Institute of Customer Service Award for best strategy

Winners: Kia Motors UK representative accept the Best Customer Satisfaction Strategy Award from The Institute of Customer Service

Kia Motors UK won the Best Customer Satisfaction Strategy Award from The Institute of Customer Service, for providing an excellent customer experience through its dealer network.

The Korean car brand picked up the Best Customer Satisfaction Strategy award for its ‘Family-like Care’ strategy, which has been rolled out across its 192 strong dealer network and is a mainstay of its internal strategy.

Jo Causon, CEO of The Institute of Customer Service, said: “I would like to congratulate Kia on winning the Customer Satisfaction Strategy Award and commend their ongoing commitment to improving the service and experience they give their customers.

“In today’s challenging environment, great credit should be given to organisations who are investing in strategies which positively impact customers’ experience of their brand.”

Kia was also named Franchise Partner of the Year at the 2019 AM Awards, where it enjoyed a 40% lead in the reader-voted poll.

“Family-like Care” is designed to deliver beyond the customer’s expectation through treating customers like members of an extended family. Behaving with the right attitude creates feelings of warmth, hospitality and above all trust, leaves customers with the feeling that they are being looked after by people who care and delighted by their experience,” said David Hart, Kia’s customer experience manager.

The UK Customer Satisfaction recognises organisations and individuals that have implemented successful customer service strategies.

Kia and organisations from across the UK were able to enter more than 14 categories and were judged by industry experts, business leaders and academics.

Kia entered two awards, Best Customer Satisfaction Strategy and Best Use of Customer Insight, which were whittled down to just eight finalists.

Stephen Dorman, general manager - Customer Quality at Kia Motors UK, sad: “Winning this award as well as being shortlisted for Best Use of Customer Insight highlights that what we have developed puts our customers first and that is something that at Kia we are extremely proud of.”

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