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Simon Jenkinson

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Simon Jenkinson: Marketing Manager at Littlefish

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Littlefish wins Nottingham Post Business Awards ‘Customer Service Excellence’ title


Littlefish has taken the ‘Customer Service Excellence’ crown at the 2018 Nottingham Post Business Awards, simultaneously being named runner up in the ‘Company of The Year’ category.

Award sponsor Western Power Distribution selected Littlefish as ‘Customer Service Excellence’ winner for its demonstrable delivery of excellent customer service, showcased through customer testimonials and methods employed.

Meanwhile, Littlefish joined one of its own customers, MHR, in settling for finalist status in the YuEnergy ‘Company of The Year’ award, beaten by an exceptional performance from Nottingham-born, global student affinity network, Unidays.

Littlefish, an established and credible alternative to the ‘usual suspect’ large multi £billion Managed Service Providers (MSP’s) and IT Outsourcers (ITO’s), has ambitions to be the UK’s go-to organisation for Outsourced Service Desk, End User Compute, and Infrastructure Management services. In a competitive market, customer service excellence and user experience are central to this goal.

Littlefish provides multilingual, 24/7/365 IT support services to over 30,000 users within organisations around the globe, spanning both the public and private sectors. It currently achieves 95%< customer satisfaction, an average response time of 6 seconds, and a Net Promoter Score independently verified as ‘world class’, based on thousands of pieces of user feedback captured every month.

Examples of Littlefish’s user-centric culture that particularly impressed the judges included Starfish, a reward scheme that directly relates user feedback to individual employee recognition, leading edge communication tools such as live-chat and augmented reality, which allow users to request support via methods they feel comfortable using, real-time feedback and response mechanisms, and ongoing investment in training, focused on developing not only technical knowledge, but also soft skills for increased user empathy.

Richard Hutchings, Littlefish CTO, commented; “Being named both winner of the Customer Service Excellence award, and finalist of the Company of The Year award, is fitting recognition for our exceptionally hardworking staff, who deliver enterprise grade services each day and always put our customers first. It also acknowledges our customers, and the feedback and guidance they provide to us in helping to continually evolve and improve our services. We’re incredibly proud of this achievement.”

The Nottingham Post Business Awards ‘Customer Service Excellence’ title extends Littlefish’s run of award success, having recently been named ‘One To Watch’ in the Sunday Times Best Companies.

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