# Sightsavers wins Top 50 Companies in Customer Service award

- Link: https://fundraising.co.uk/2016/11/14/sightsavers-wins-top-50-companies-customer-service-award/
- Published: 2016-11-14T09:20:51+00:00
- Author: Melanie May

**[Sightsavers](http://www.sightsavers.org/) has won the newly created Charity category
in this year’s [Top 50 Companies in Customer Service Awards](http://www.top50companies.co.uk/top-performers-2016/).**

The winners were announced earlier this month at a gala event at the Edinburgh Corn
Exchange. The Top 50 is the largest benchmarking exercise for customer service in
the UK and is run in partnership with GfK Mystery Shopping. It uses real customers
to provide analysis across calls, email, live chat and social media, and is based
on a wide programme of mystery shopping.

Assessors, who are both actual and potential customers, engage with member contact
centres and then record what happens during their phone conversation, email, live
chat and social media channels. Mystery shoppers check that organisations are consistently
delivering five pillars of customer service: time, ease of use, reliability, knowledge
of staff, and whether staff are understanding, proactive and show ownership.

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![The Sightsavers team back in the office](https://wfay6x.infiniteuploads.cloud/
2016/11/sightsavers-angel-charity-service-award-winners-office.jpg)

_The Sightsavers team back in the office_

The mystery shoppers assessed the Sightsavers care phone line and email service,
both of which are a customer care service for the charity’s donors, including regular
supporters and those responding to its television adverts. Both were assessed by
125 mystery shoppers who posed a mixture of straightforward and more complex scenarios.

Two members of staff man the charity’s email service, checking around 300 emails
per week, while the charity has switched to a new phone line service in the last
year with Angel Charity Services.

[WWF](http://www.wwf.org.uk/) was also a winner, taking second place in the Best
Overall for Live Chat category, and winning Top 50 Member of the Year.

 * **[allday PA partners with The Silver Line to answer calls](https://fundraising.co.uk/2017/03/27/allday-pa-partners-silver-line-answer-calls/)**(
   27 March 2017)
 * **[Barnardo’s partners with Parcelly to offer in-store parcel collection service](https://fundraising.co.uk/2017/06/06/barnardos-partners-parcelly-offer-store-parcel-collection-service/)**(
   6 June 2017)
 * **[Benchmarking study puts WWF in first place for third sector provider of customer service](https://fundraising.co.uk/2019/02/26/benchmarking-study-puts-wwf-in-first-place-for-third-sector-provider-of-customer-service/)**(
   26 February 2019)

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