Yellow Pages 118 24 7 enters top 5 rankings for customer satisfaction - 15 October 2007
Yellow Pages 118 24 7 has beaten its rivals to become a Top 5 UK brand for customer satisfaction, in an annual consumer survey across key business sectors.The directory enquiry service came fourth, behind Waitrose, Asda and Amazon in an analysis of consumer perceptions of more than 35 organisations, as part of the annual CompariSat (1) benchmarking study.
Sectors included in the CompariSat 2007 study of almost 1,800 nationally representative UK consumers were financial services, supermarkets, energy providers, telecoms, public services and directory enquiry(DQ) providers. Directory enquiry providers were included for the first time since the CompariSat study launched in 2004.
Yellow Pages 118 24 7 was the only directory enquiry service ranked in the study's Top Ten for customer satisfaction. It scored an average 8.46 points per consumer on a ten point scale - just 0.29 marks behind first-placed Waitrose.
It also scored well against other DQ services on factors such as “trust” and "people " – level of satisfaction with call advisors.
Other major businesses included in the overall study were M&S, Legal & General, Tesco, Sainsbury’s, Norwich Union, British Gas, Virgin Media and Royal Mail.
Jason Smith, head of Yellow Pages 118 24 7, said: “The success of our award-winning service and the highly favourable perception of it by the people in the best position to judge - our callers - reflects the quality and performance that we work hard to sustain.
“It's gratifying that the excellent level of service we offer based on our rich, comprehensive database of business information puts us amongst the very top brands in the UK for customer satisfaction.”
Yellow Pages 118 24 7 remains the only UK 118 service that offers detailed information on local businesses. For example, callers wanting a chemist can obtain details of ones offering late night opening, check whether particular products are stocked and even whether the premises has disabled access.
Since deregulation of the UK’s 192 directory enquiry service in 2003, Yellow Pages 118 24 7 has established itself as one of the principal 118 providers in terms of service quality and brand.
Its strong showing in the CompariSat 2007 study for customer satisfaction is the latest accolade the UK-operated service has gained since its launch in 2004.
Last year, it was named the “Best UK Service” in the 2006 International Directory Assistance Awards – the third year running it has secured the title. This was amongst a clutch of other awards including “Best Training and Development Culture”.
Earlier this year, Yellow Pages 118 24 7 announced expansion plans with the opening of a second call centre in Newport, Gwent, to support its Bristol base. The development could see the creation of more than 250 jobs over four years.
(1) Results for Comparisat 2007 as summarised in Marketing Week on September 20, 2007. Comparisat 2007 is an independent customer satisfaction benchmarking study of 1,765 nationally representative UK respondents conducted by leading market research agency, FDS International.
For further information about this press release, please contact the Yell Press Office.
Notes to Editors
About Yellow Pages 118 24 7
Yellow Pages 118 24 7 is a telephone-based information service that provides in-depth, up-to-date classified business information, business and residential listings, 24 hours a day, seven days a week. More than just a number, 118 24 7 provides essential business information such as opening hours, location details, prices and special offers or even film times and summaries.
Yellow Pages 118 24 7 is provided by Yell, a leading international directories business operating in classified advertising markets in the UK, US, Spain and Latin America through printed, online and telephone-based media. Yell’s principal brands include: in the UK, Yellow Pages, Yell.com and Yellow Pages 118 24 7; in the US, Yellow Book and Yellowbook.com; and in Spain, Paginas Amarillas and PaginasAmarillas.es. All these brands are trademarks.
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