Record growth in customer satisfaction - Unicom’s review of 2014
- Telecommunications and utilities provider achieves 4.5/5 average star rating on independent review site Trustpilot
- National Firm beats BT and Talk Talk for customer service
Manchester, UK - Small business telecommunications and utilities specialist Unicom has beaten its rivals for customer service during 2014, according to consumer reviews site Trustpilot.
The Manchester-based company achieved a review rating of 8.8 out of 10 on the site, whilst Talk Talk received 6.7 and BT scored 0.5 out of 10.
The welcome news caps what has been a challenging, but overall successful year for the company, which recently expanded its workforce following the opening of a new office.
In November, Unicom was named as one of the top three UK business telecoms providers in a report by regulator Ofcom .
Seen as a rising star in the industry, the company beat rivals Talk Talk in the Ofcom research, which gathered the views of 1,500 UK SMEs. The British firm is now second only to BT when it comes to SME clients looking for landline calls and rental.
Unicom’s 2014 in numbers:
- 128,000 calls (492 per day) answered by its customer service team in 2014
- 1,700 calls were taken on Monday 17 February, proving to be Unicom’s busiest day
- £15,000 raised in 2014 for charities including Cancer Research, Francis House Children’s Hospice, Children in Need and Sport Relief
- 92% of customers letters were answered within three days by Unicom
- 98% of customers received their ‘Welcome Packs’ within three days
Speaking about the year, Unicom CEO, Chris Earle, said: “We are delighted that so many UK businesses are happy with the telecommunications package that Unicom is providing them with.
“As a company we pride ourselves on offering fantastic customer service from the moment a client calls. We offer the kind of strong support and service that our SME customers require.
“2014 has been a good year for Unicom, but we don’t rest on our laurels. Throughout 2015 we will be doing all we can to keep saving our customers money on their business telecoms and utility bills and making our customer service even better.”
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Unicom, a trading name of Universal Utilities Ltd, is a telecommunications and utility service provider specialising in the small business market. It offers a one bill solution for telecoms and utility services providing telecoms, broadband, mobile, gas and electricity services and supplies over 100,000 small businesses throughout the UK. Unicom employs 500 people at 12 regional offices situated around the UK.
Unicom has attracted its business customers by offering substantial discounts and differentiates itself by offering a high standard of personal customer service, with customer service calls answered in 6 seconds, no premium rate 0845 or 0870 numbers, no recorded messages or menus, and no overseas call centres.
Unicom has a directory enquiry service, 118 777, offering customers significant savings compared to 118 118 and 118 500.
Unicom’s Operations Division is ISO 9001:2008 certified and has also been awarded the ‘Customer Service Excellence’, ‘Putting the Customer First’ and the ‘Investors in People’ accreditations.
For the year ending April 2013, Unicom reported pre-tax profits of £25m (an increase of 25% on the previous financial year) on a turnover of £70m.