Friday, 19 June 2009
NRMA wins national award for Service Excellence
For the first time NRMA Motoring & Services has been recognised for its outstanding customer service with a win in the Service Excellence category of the 2009 Australian Business Awards.
NRMA Group CEO Tony Stuart said it was the first time the NRMA entered the competition and won the prestigious award, which recognises the success, innovation and ethics of Australian companies across all industry sectors.
"It is an honour to receive the 2009 Australian Business Award for Service Excellence which underlines NRMA's dedication to provide the very best customer care to Members by our road service patrols and call centre staff," Mr Stuart said.
"NRMA has been focussed on re-establishing our reputation as an iconic provider of world-class service and I am very proud of the people in our organisation who've made this award possible.
"We are also very proud of our Member service standards. Our latest Member feedback found almost 80 per cent of Members who have used roadside assistance rate the service as a 9 or 10 out of 10.
"NRMA staff and other service providers have a wonderful culture of helping people and a strong 'Member First' philosophy where NRMA Members always come first."
The award was won by NRMA based on its Good to Great Member Experience strategy, which was launched in 2007 and has maintained a very strong focus on improving Member experience.
New NRMA initiatives instituted as part of the Good to Great strategy, include:
NRMA Group CEO Tony Stuart said it was the first time the NRMA entered the competition and won the prestigious award, which recognises the success, innovation and ethics of Australian companies across all industry sectors.
"It is an honour to receive the 2009 Australian Business Award for Service Excellence which underlines NRMA's dedication to provide the very best customer care to Members by our road service patrols and call centre staff," Mr Stuart said.
"NRMA has been focussed on re-establishing our reputation as an iconic provider of world-class service and I am very proud of the people in our organisation who've made this award possible.
"We are also very proud of our Member service standards. Our latest Member feedback found almost 80 per cent of Members who have used roadside assistance rate the service as a 9 or 10 out of 10.
"NRMA staff and other service providers have a wonderful culture of helping people and a strong 'Member First' philosophy where NRMA Members always come first."
The award was won by NRMA based on its Good to Great Member Experience strategy, which was launched in 2007 and has maintained a very strong focus on improving Member experience.
New NRMA initiatives instituted as part of the Good to Great strategy, include:
- The introduction of Roadside Member Response Units staffed by Patrol Officers who can repair or tow most vehicles if they are not repairable
- Intelligent Questioning - call centre staff now diagnose vehicle problems over the phone to improve Member service
- An automated call back facility when Members call for roadside assistance from mobile phones
- An online request service for Members at home or in the office.
Mr Stuart said the 2009 Australian Business Awards attracted more than 900 entrants across all categories with winners acknowledged as the elite of their industry.
"The NRMA has developed motoring businesses in line with Members' needs including nine NRMA MotorServe car servicing centres throughout Sydney, Newcastle and the ACT, NRMA Batteries and NRMA AutoGlass for windscreens," Mr Stuart said.
"Our More4Members loyalty program has also proved very popular and is all about providing benefits for our Members outside of our traditional road service operations.
Find out more about More4Members.
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