ICS AWARD WINNERS 2021

Knight Frank was awarded the ‘Customer Commitment Award’ at the Institute of Customer Service’s UK Customer Satisfaction Awards 2021. The award recognises organisations who are 'innovating and finding creative solutions to old and new challenges', and who have a customer-orientated culture with a commitment to customer service excellence.

Knight Frank and the ICS

The Institute of Customer Service (ICS) is the leading body across the UK when it comes to helping organisations offer the best in class customer service and experiences.

As a member of the ICS, Knight Frank strives to offer our clients the very best customer experience, with the support and backing of the UK’s leading customer service organisation. By working closely with the ICS, we have aligned our people, culture and ethos with how we interact and serve our clients on a daily basis, offering a truly seamless customer experience that is not just reflective of the high-quality work we do, but of our core partnership values.

How Knight Frank belonging to the ICS benefits our clients

By working with the ICS, we have been able to develop a better understanding of our own relevance and the unique benefits we can offer our customers and clients, and therefore what gives us the edge over our competitors. This insight has allowed us to design an award-winning Customer Experience training programme accredited by the ICS three years in a row. Since launching this training, Knight Frank’s residential business has seen an increase in market share, increase in NPS scores and a 15% increase in employee engagement.

But of course, the biggest benefit from this training is felt by our clients who are at the heart of our business. Our employees are trained to understand and convey how Knight Frank can help our clients individually. By working closely together, and with integrity and care, we develop trusting, valuable relationships to help ensure that all the client’s needs are met, no matter what the circumstances or requirements are. Our customer service experience is designed to ensure that every client feels valued, prioritised and ultimately in the safest and most knowledgeable hands possible throughout every part of the process. Any queries, concerns or questions will always be answered in a timely and thoughtful way by our team, who are not just experts in their individual fields, but also experts when it comes to customer care.