At Panasonic UK, we dedicate ourselves to continuously listening to our valued customers and ensuring that their interests are at the heart of all that we do. Earlier this year we took the bold decision to publish a Customer Service Charter on our Support website, which outlines the standard of service that we commit to providing for our customers. We are proud to share some of the commitments we have successfully met over the last year:
– We provide multiple channel support through telephone, email, Live Chat and social media.
– Well over 90% of incoming calls made to our contact centre team are answered within 60 seconds.
– We have revitalised our FAQ pages to provide a comprehensive product support resource, including new video media content.
– We have established an efficient, streamlined network of nationwide authorised service centres, offering expert repair services for a range of Panasonic consumer products.
– In the unlikely event of a product failure, approaching 95% of warranty repairs are completed within 5 days, ensuring our customers have their working Panasonic products returned with as minimal delay as possible.
– Our contact centre NPS score at the time of writing places us in the upper quartile of all high performing customer service organisations.
– We have a small team dedicated to providing post-sales support to our retailers within customer service. This team have renewed their policies in the last year based on proactively gathering and acting on feedback from our retail customers.
– We have been investing heavily in systems and technology to facilitate further improvements. These include new platforms for FAQ, live chat and contact handling, a new repair partner/self-servicing B2B dealer platform due to launch in the Autumn, a complete refresh of our consumer IVR and a completely new system providing training and information sharing for our contact centre and repair centres.
We will continue to benchmark ourselves against our Charter as we strive to achieve best quality service, ensuring the delivery of an excellent customer experience for all our customers.