Total customer satisfaction has always been a top priority at Bailey and the quality ethos extends across the whole business. Results from the recent Practical Caravan & Practical Motorhome Magazine Customer Satisfaction Surveys, where Bailey was the only manufacturer to receive a coveted Gold Award for both new caravans and motorhomes (with satisfaction ratings of 88% and 97% respectively), demonstrated that the company was largely on track in this regard. Whilst taking a lot of positives from its showing in these surveys Bailey has looked closely at the findings of the report to identify the areas which upon which it can improve.
The first part of the business to undergo this review has been the Customer Service Department. Initially the focus was on modernising the Bailey Parts Supply Service and twelve months on this is now widely regarded as the best in the industry, with 90% orders placed via a new Parts Direct web site, www.bailey-parts.co.uk , delivered to either Retailers or Vehicle Owners within forty-eight hours.
The same restructuring process is now taking place within the Customer Services Department as we look to improve our response systems to best meet the changing levels of customer expectation. New customer service professionals, Michelle Fleet (Customer Services Manager) and Chantelle Kimmins (Customer Services Co-ordinator), have now joined our existing engineering-based team to provide the range of skills and experience needed to face this challenge.
More flexible working practises have already been introduced to provide a more continuous service throughout the year and new publically published targets have also been established to show customers what they can expect from the Bailey Customer Services Team in terms of response times. (please see below for details of the new departmental logistics).
Commenting on this development Bailey Managing Director Nick Howard said “Our tremendous sales success over the past decade in particular has meant that there are more Bailey leisure vehicles now in use than ever before. We need to ensure we continue to support our products in the field through our Retailer network to allow Bailey Owners to maximise the enjoyment of their caravan or motorhome”
We welcome both Michelle and Chantelle to our Customer Services Team and look forward to seeing the benefits that their specialist skills can bring. Their arrival represents a significant investment in resources by the company and re-affirms our commitment to achieving the highest possible levels customer satisfaction” he added.