Consumer excellence, also known as customer excellence (CX) refers to everything an organization does to deliver superior experiences, value, and growth for customers. CX has four components: brand, product, price, and service. Customer excellence, also known as customer success, begins with ensuring customers achieve their desired outcomes. To achieve success, customers need to be certain of getting value from the products or services they have purchased. They need to have their expectations met, or surpassed.

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This is achieved by the correct pricing, using only the best in trusted brands and products and the service that has been delivered during the consumers experience. 

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Customer excellence is:

• Related to the attainment of a customer’s desired outcomes.

• Influenced by a customer’s perceived value of the purchased products or services.

• Affected by a supplier’s understanding of customers’ desires and needs.

• Shaped by customer interactions with a business.

• Supported by what the business does to assist them.

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Importance of Consumer Excellence?

Consumer Excellence vs. Consumer Experience!

Consumer experience (CX) encompasses all aspects of a customer’s interaction with a business. CX measurement should dynamically chart the extent to which customers feel they have achieved their desired outcome and this is what we look to before we give any locksmith this award. Consumer excellence is therefore critical to optimal customer experience.

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We created an award based on the Guild of Master Locksmiths UK's members offering only the best in CX. We recognise this each year as part of our awards and each year a locksmith business is nominated via the consumer. During feedback for the locksmith, such as reviews or emails of gratitude from the consumer they are made aware that they can vote for this award for that business. Each vote counts and the consumer can submit a review, photos and any other information they believe will help. One of our the GMLUK's board will then contact the consumer and ask about the following points:

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1. Why they chose this locksmith?

2. Was it easy to find the locksmith?

3. Was it easy to contact the locksmiths / businesses?

4. Was the locksmith on time?

5. How was the the communication from the business?

6. Did they receive a text or phone call to state time of appointment?

7. A rating of the locksmiths / business’s professionalism?

8. A rating of the locksmiths / businesses work-site cleanliness?

9. How long it took for the work to be completed?

10. How much were you charged for the work and parts?

11. Did the consumer receive any warranty information?

12. Did the consumer receive a receipt for the work?

13. What compelled you the consumer to recommend this locksmith?

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We then look at how many times we are contacted over the 12 month period and we will compile the research and this eventually results in a CX award for that locksmiths / businesses. 

 

If you see the CX award from the Guild of Master Locksmiths UK, you can trust that the locksmith or business has the best in pricing, customer care and service. They offer the best in brands and products and that they are delivering outstanding service. So chose a CX awarded locksmith and let them know you put your trust in their business.