For the fourth time in a row KBC Bank and Insurance teamed up with CheckMarket to award the prize for the most customer-oriented SME. In this project CheckMarket proved once more to be a reliable partner for full service survey projects. This year the prize was awarded to DOVY kitchens. A jury of experts awarded the prize after analysis of a satisfaction survey by all customers of the participating companies and an intense interview and audit with managers of the companies.
For KBC Bank and Insurance, being customer–oriented is high on its list of values. To promote the importance of customer-oriented processes, KBC handed out its prestigious award for the most customer-oriented SME in Flanders. This thematic award is part of the SME Laureate, an initiative in which every two years UNIZO, (the Union for Self-Employed persons) rewards outstanding entrepreneurship.
With CheckMarket’s help the KBC invited Flanders’ SMEs to run as contenders for the prize. Then by email or post the customers of each participating SME were invited to take part in a customer satisfaction survey. CheckMarket carefully crafted the questions to gain insights into how well the companies handle questions, suggestions, complaints. An NPS question was also included to find out if customers would recommend the company to others.
The results of this customer satisfaction survey were used to select ten finalists who appeared before a jury of experts, including our own Alexander Dobronte – CheckMarket Managing Partner and a specialist in market research .The jury grilled the finalists about their customer service policies. Following a comprehensive assessment, the most customer-focused SME of the year was finally chosen: DOVY Kitchens.