Customer Care

Sponsored by Greater Anglia

Karen Finch and Denise Atkinson of The Hearing Care Centre recieive the Customer Care award from Jonathan Denby of Greater Anglia. Picture: SARAH LUCY BROWN

In the Customer Care category the judges were looking for businesses able to demonstrate a strong customer focused ethos which underlies everything they do.

Entrants needed to show how they go above and beyond customer expectations, ensuring everything that the company does has the customer at its core.

The judges were looking for entries from businesses which show a clear focus on their customers’ needs, examples of customer-driven initiatives designed to raise service standards and evidence of increased customer satisfaction.

Entrants needed to show a strong focus on listening and acting on their customers’ feedback while maintaining high customer satisfaction levels.

Additionally evidence of how companies deal with specific customer care issues was required.

Submissions were expected to illustrate how employees across the organisation are consistently doing their best for customers and seeking to continuously improve their performance.


The Hearing Care Centre

The Hearing Care Centre, established in 1998, is a family-run private hearing care practice based in Ipswich, with a further 23 local outreach centres across Suffolk and Norfolk.
The company offers a variety of services under the umbrella of hearing and differentiates itself from the competition by offering very high levels of customer service for its patients.
Managing Director Karen Finch leads a team of 23 employees, including seven hearing aid audiologists.
The judges said: “This company provides ethical, gold standard private, independent hearing care and rehabilitation at 24 centres across Suffolk and Norfolk “There is no doubt that they deliver on their values statement, promising “to put the patients needs first”; the friendly family atmosphere coupled with a highly professional and caring service, continually exceeds customer expectations by providing exceptionally high customer care.”

The runners-up

Christies Care

Christies Care, which was established in 1987, is a family owned and run provider of 24-hour live-in care, mainly to dependent adults across the UK and the Channel Islands.
Unlike residential care, clients remain at home with their family, pets and garden.
Rated by the Care Quality Commission (CQC) as “Outstanding” (put it in the top 2%), all of Christies’ carers pass its comprehensive, award-winning and industry-leading 11-day induction training
at its head office in Saxmundham.
Care provided includes respite, end of life, dementia, physical and learning disabilities.
The judges said: “Christies Care is a local company with national reach, supported by excellent staff delivering a professional service yet with a real personal touch.
“The company is distinguished by its industry-leading comprehensive training programme, carer support and a real emphasis on matching carers to their clients’ requirements.”

Infusions Experience

Infusions Experience, founded in 2002, is a Suffolk-based family-run company which has earned a strong reputation as East Anglia’s premier local supplier of food-related ingredients and equipment to both professional and hobby chefs.
Infusions offers a commercial wholesale delivery service as well as a comprehensive online shop. Its premises, just outside Bury St Edmunds, also features a professional development kitchen, cookschool and cookshop.
The judges said: “Excellent customer care is at the very heart of how this company operates on a daily basis
and this is clearly recognised by the warm regard with
which their customers hold them.
“Their ethos is a golden thread that runs right through all levels of the company, is a fundamental part of the staff induction and can be demonstrated and evidenced by every single member of their dedicated and highly trained team.”