A Cambridge College is celebrating winning first prize for Best Customer Service in the Professional Business Category at the 2019 Cambridge BID Awards – for the third year in a row – as well as being recognised as one of the Overall Winners from all categories.
Gonville & Caius took the honours at the seventh annual awards evening held recently, in recognition of achieving the highest marks for customer service among businesses in Cambridge.
This marks the sixth year in a row that the College has won an award, four times taking first place and twice as runners-up.
The BID awards focus on customer service, which covers shops, bars, restaurants and shopping centres and is assessed by a mystery shopper in person or a mystery telephone caller.
The Conference Office scored 100%, versus an average rating of 85%, based on initial response, enquiry handling, sales skills, staff attitude and local knowledge displayed.
The mystery caller who telephoned Caius said: “The team member was interested, warm and engaging throughout the call and made me feel like an extremely valued potential customer. She displayed excellent local knowledge about punting, craft markets and other activities in Cambridge and was very willing to share it with me.”
Commenting on the award win, Eve Stupart, Conference & Events Manager said: “We are delighted to win first prize for the third year in a row. Mystery shoppers help us all to remain focused on our enquiry handling technique, ensuring that we not only help our customers with their current event but encourage them to book with us again and again.
“The BID Mystery Shopper programme is a great initiative which encourages us to provide the best possible service and experience for visitors to our city.”
The CambridgeBID accolade coincides with the College’s successful launch of its new events space, Acropolis at Caius, which is located at its West Road site and now available for meetings, conferences and dinners – including Christmas Joiner Parties – for the next 12 months whilst facilities at Old Courts are being refurbished.
CambridgeBID awards for Caius Conference Team, left to right: Eve Stupart, Conference & Events Manager; Simon Gascoyne , Deputy Conference & Events Manager; and Laura Webb, Conference & Events Coordinator.