Crown Commercial Service

How we’re improving our customer service for you

Last year, following an extensive review of our customer service processes, we established a new customer service centre to act as a first point of contact for all customers, regardless of the nature of their enquiry.

We’ve been working hard to shape this new service to ensure it meets your needs and that CCS is easy to do business with – not just for today but also when planning ahead for the future.

So I wanted to tell you a bit more about what we have been doing…

The right people here to help you

We’ve recruited the best people into the team, bringing together a wealth of customer service experience from a wide range of roles and sectors.

We delivered an extensive training programme to everyone in the team, covering all products and services and equipping our customer service advisors and subject matter experts with the right level of knowledge and understanding of procurement processes.

Listening and learning

We’ve been getting to know our customers better, finding out what you think about our services – what we’re doing well and areas we can improve. Last year we received more than 1,000 responses to our customer survey, and whilst our Net Promoter Score (NPS) of +36 indicates that we are providing a good service, your feedback is the key driver behind the development of a clear customer service strategy that will shape our service further.  

You told us you wanted a single place to go for support…

You can now contact our centralised customer service centre via:

Please update your CCS contact email address to info@crowncommercial.gov.uk. Our aim is to resolve your enquiries as quickly as possible or ensure a specialist team responds, where necessary.  

You told us you wanted a quicker response to your enquiries…

Last year the customer service centre received more than 185,000 enquiries:

  • 91% of these were resolved at first point of contact
  • 94% of calls were answered within 60 seconds
  • 90% of email enquiries were responded to within 24 hours

What’s next?

We’re making CCS even easier to do business with – we want to answer even more of your queries at first point of contact, through further training and collaboration across CCS. This will ensure you have a single place to go where you know you will get an answer to your enquiry – and if we can’t answer your query we will get you to the right person quickly.

Commitment to a consistent, high standard of service – we are developing a quality assurance model to ensure that when we answer your enquiry we get it right first time. Your survey feedback plays a key role in this, alongside our quality monitoring of enquiry responses and frequent liaison with all areas of our business to ensure we provide a consistent and high quality response.

Improved customer experience and satisfaction – the majority of enquiries received are now routed through our Salesforce CRM system. This, together with customer survey feedback, enables us to develop in-depth customer insight providing a more accurate understanding of what you want from us, now and in the future. We will use this information to support development of the services that we provide at first point of contact, improving customer satisfaction, providing outstanding customer service and enabling the delivery of more tailored solutions that meet your requirements.

If we can help you with anything at all, don’t forget the 3 key ways to reach our customer service centre

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