Phone House, Best Customer Service award

08 / 11 / 2018

The multi-brand telecommunications services chain belonging to Dominion is one of the twenty companies chosen as "Leaders in Service" during the next year.

Phone House, the leading telecommunications services multi-brand chain integrated in Dominion, has received the award for "Best Customer Service" in the 8th edition of "The Leaders in Service Competition".

This contest, born in France twelve years ago, aims to honour companies that have stood out for the quality of the attention they provide to their customers, and, at the same time, encourage them to continue improving this service before their competitors.

In this year contest, Phone House has received the award in the category of Communication Material Distribution after a thorough evaluation process.

This valuation system has made it possible to select a total of 22 companies in different categories, and all of them will have the opportunity to display the logo ‘Awarded as Customer Service of the Year 2019’, which accredits them as leaders in the provision of this service.

The award ceremony took place on the 23rd of October in a gala held at the Palacio Neptuno in Madrid attended by Fernando Urrutia, general director of Dominion Commercial; Eva Olavarrieta, director of Human Resources at Phone House; Ana Rivera, Director of Customers, Web and Communication, and Carmen Atienza, Customer Service Manager. The event also welcomed more than 250 people in charge of the award-winning companies, participants and specialists in the sector, and it became a great thanks celebration to the work of the customer service teams.

This contest, which is also held in England and Morocco, selects the companies awarded with an original Mistery Shopper system based on 130 telephone tests, 50 e-mails or web forms, 12 web browsing, eight tests on social networks and five virtual chat tests, together with an additional satisfaction survey conducted by the company Netquest to 2,000 users. All evaluations have been processed and validated by the eAlicia quality measurement program. In addition to Phone House, several reference companies in their respective sectors such as the Eroski Group, Asepeyo and Nationale Netherlanden have been awarded.

Phone House is the leading telecommunications services multi-brand chain in Spain and has more than 500 stores that are managed by more than 2,000 employees. The distribution company is part of Dominion since last year’s summer when it was acquired by the British group Dixons Carphone as part of its innovation, digitization and growth process included in its Strategic Plan.