Gravells Kidwelly has scored a near perfect result during independent marking of their performance.
Kia dealerships Gravells (Kidwelly), Ken Jervis (Stoke-on-Trent) and Drayton Motors (Boston) are the first ever motor dealerships to be accredited with the ‘ServiceMark with Distinction’ by the Institute of Customer Service (ICS).
‘ServiceMark with Distinction’ is the highest level of accreditation awarded by The Institute that is currently only held by 14 organisations in the UK and has never before been awarded to an automotive dealership, highlighting the excellent customer service at Kia dealerships.
Gravells Kia (Kidwelly) scored 92.01 per cent for ServCheck and 93.1 per cent for Business Benchmarking.
Jonathan Gravell, Dealer Principal at Gravells Kia (Kidwelly), added: “We’re delighted to receive this accreditation, which is further credit to our staff always putting customers first.
“Independent recognition is hugely rewarding and flattering for our staff to receive, while reassuring customers that they are the heart of our business. We thrive on customer feedback and feel as though our community is our family.”
The Institute of Customer Service was founded in 1996 and is the independent, professional membership body for customer service in the UK. ‘ServiceMark’ is a national standard that recognises achievements in customer service and a company’s commitment to delivering service excellence. Organisations are put through a rigorous three-stage accreditation process that includes assessing staff engagement with the customer service strategy, customer satisfaction feedback and an independent onsite assessment of the business.
Jo Causon, CEO of The Institute of Customer Service, said, “By undertaking ServiceMark accreditation for its dealerships, Kia has shown its commitment to identifying areas of strength on which to build and service aspects that it can improve. ‘ServiceMark with Distinction’ is the highest level of accreditation we award. It requires organisations to demonstrate they excel in the service they provide their customers and have an embedded service-focused culture.
“For three of those dealerships to have achieved ServiceMark at distinction level – including Ken Jervis Kia (Stoke-on-Trent), Gravells Kia (Kidwelly) and Drayton Motors Kia (Boston) – demonstrates the consistency of approach and dedication to serving their customers and empowering their representatives, while continuously improving their service offering.”
Paul Philpott, President and CEO of Kia UK Limited added, “This is a truly remarkable achievement; congratulations to all the staff at the three dealerships. This is further proof that the Kia dealer network works hard to consistently put customers first. We believe this is integral to Kia’s success, while giving customers confidence that Kia dealerships put service at the heart of their business.”
The ICS accreditations follow Kia earning the Feefo ‘Gold Trusted Service’ award for its dealer network in January 2021.