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NewVoiceMedia CONVO Awards hail Sure Petcare’s outstanding customer service

Sure Petcare was awarded the Customer Experience Excellence award at the CONVO Awards, announced this week by NewVoiceMedia at their Cloudfest London, held at the Langham Hotel.

Launched this year, the CONVO Awards showcase and celebrate the hard work and achievements of NewVoice Media customers and the support that they provide to their own customer base, as well as ensuring that customer service teams are recognised for the work that they do every day. 

Sure Petcare received the Customer Experience Excellence award for being a company that puts customers at the centre of the business, 0061nd being “more than KPI or SLA driven”, instead focusing on identifying and finding the right solution for each customer. 

NewVoiceMedia also recognised that the Sure Petcare customer care team empower their agents to provide the support needed by their customers.  The success of this is demonstrated by the impressive Net Promoter Score (NPS), an industry benchmark which measures company performance based on customer feedback scoring, of over 90.  An NPS score of 10 - 30 is considered “good” and a 50+ score is considered excellent.  Sure Petcare has exceeded this, and maintained a 90+ score for over eight years.

Sure Petcare Head of Customer Service, Sarah Metcalfe said: “We are delighted to have received the CONVO Award.  When we started Sure Petcare 10 years ago, we set out with a clear mission:  to provide excellent products to solve common pet-related issues, supported by exceptional customer service.  Our NPS is testament to this and we are constantly looking to develop new and innovative ways to support our customers, providing them with the right information at the right time.  I feel very privileged to work with such an amazing team!”  

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