Recently, the 2013-2014 9th China Best Customer Service Awards Ceremony, hailed as the “Oscar” in China’s customer service field, was grandly held in Beijing. Following last year’s win of the China Customer Service Innovation Award, leading domestic vacation rental company Ctrip.com has once again been awarded the China Best Customer Service Award this year. Other renowned companies that received the award include China Life Insurance, China Merchants Bank Credit Card Center, and Amazon.
The annual China Best Customer Service Awards is jointly organized by the China Information Association and the China Association of Trade in Services, and hosted by the Customer Service Committee of the China Association of Trade in Services. It is a professional evaluation specifically targeting services across various industries. Over the past nine years, the China Best Customer Service Awards has become an authoritative benchmark for measuring the level of customer service among enterprises, and is regarded as the “Oscar” in China’s customer service field.
The China Best Customer Service Awards has established an original service quality evaluation system, and is the most rigorously reviewed award in the domestic service sector — evaluating enterprises’ service levels comprehensively from three major dimensions: implementation, support, and satisfaction. The judging committee also conducts mystery shopper visits to various service channels of the enterprises, including service hotlines, online platforms, and physical service touchpoints, using the handling of various types of business as opportunities to gain a full understanding of the enterprises’ services. Based on the standards set by the evaluation system, the actual service levels of participating enterprises are assessed. The evaluation covers over 30 metrics across three major categories: service responsiveness, service standards, and problem-solving capabilities, providing a comprehensive and objective assessment of the enterprises’ real service levels from the customer’s perspective; it also provides participating enterprises with evaluation reports, offers objective assessments on issues identified during the evaluation, and delivers targeted improvement suggestions to help enterprises identify service weaknesses and enhance their service levels.
It is understood that this is the second time Ctrip.com has won the China Best Customer Service Award since 2013. Regarding this, Luo Jun, Co-founder and CEO of Ctrip.com, said, “For domestic travelers, the accommodation services provided by Ctrip.com offer a ‘different’ way to vacation. Compared to traditional hotels, the vacation apartments we provide offer more space, better cost-performance, and a more homely atmosphere. Many of our listings are very unique, and the food, drink, and entertainment options around them are great too. Product is the foundation of our service, and this year we will continue to roll out more distinctive listings.”
Winning the award two years in a row shows that users have given full recognition to Ctrip.com’s services. In the latest released data, the user rating score of Ctrip.com apartments on the Ctrip Travel website has reached a historic 4.51 out of 5, a score that surpasses many five-star hotels. At the same time, over 97% of users choose to recommend Ctrip.com apartments to friends and family or to stay again after their visit. Achieving such results is also thanks to Ctrip.com’s commitment to unified service strategies and consistent service experiences. It is reported that Ctrip.com has always adhered to the corporate development strategy of “putting user experience first,” and future investments in service will continue to be strengthened.