Baxi in top ten for customer service in the UK

Baxi in top ten for customer service in the UK

Baxi’s Genuine Parts customer service team is celebrating after being recognised in a prestigious industry benchmarking programme for the second year running.

The team has been awarded third place for its email provision and tenth place overall in the Top 50 Companies for Customer Service Awards 2015.

Designed to find and award the best customer service delivery in the industry, competition includes major brands such as Screwfix, Barclaycard, BT, Playstation, ITV, Tesco and Virgin Atlantic.

In a closely run contest, the Baxi Genuine Parts team achieved its third place for emails with an outstanding score of 89.94, beaten only by Aviva and the Met Office. Meanwhile, the team’s overall position of tenth in the UK — measured by customer service performance across telephone, email and web contact — was earned by a score of 90.81%.

David Willetts, General Manager, Baxi Genuine Parts said: “This is a fantastic achievement for the team and the business. At Baxi we strive to exceed our customers’ expectations and offer them the best possible experience when they come to us for help and advice.

“The Top 50 Companies for Customer Service programme really does highlight the best performing teams from across the whole of the UK. To be included is an accomplishment itself, but to be listed in the top ten overall and top three for emails is outstanding.”

The Top 50 Companies for Customer Service benchmarking programme uses real customers as a key part of the measurement process, using over 60 key performance indicators (KPIs) and 125 mystery shop interactions per channel to ensure the truest reflection of a company’s customer service offering.

To find out more about Baxi Genuine Parts, visit

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