On October 24, the "Service Quality and Consumer Rights" Award ceremony was held for the 14th time at the Tasigo Kazan Palace Hotel, identifying the leaders of the consumer market in terms of high quality of goods and services, as well as customer service.
The solemn award ceremony was preceded by a Forum united by the theme "Quality and Service", where business representatives from various industries shared successful examples from practice and discussed current trends in the consumer market, digitalization, and the use of advanced technologies to promote products in the context of new economic realities.
Over 300 applications were submitted by Russian companies to participate in the "Service Quality and Consumer Rights" Award. As a result, the expert jury determined more than 80 laureates in 10 categories. Also, to encourage the best digital environment projects, the winners of the Digital Leaders Retail & Service Award, which is held within the framework of the "Service Quality and Consumer Rights" Award, were awarded at the ceremony. The laureates included VTB Bank (PJSC), BC "Liga Stavok", JSC "Alfastrakhovanie", the "Krasnaya Polyana" gambling zone, EUS Group, Multicarta LLC, Delobank, and the Finmir financial marketplace. In addition, the ROMIR research holding, based on a consumer panel, determined the winners in the "Consumer Choice" nomination.
Among the laureate companies of the Award are the Magnit retail chain, LG Electronics/LG Electronics RUS LLC, Gazpromneft Filling Station Network, MAIBENBEN, BC "Liga Stavok", All-Russian Bank for Regional Development, Alfa Strakhovanie – Compulsory Medical Insurance, Diana Dry Cleaning Network, Samsung Electronics Rus Company LLC, Finam JSC, Orient Household Appliances LLC, the official representative in Russia of the international corporation Midea Group Co., Ltd., manufacturer of household appliances brands Midea, Toshiba, Comfee, ALLES/ALLES DEVELOPMENT LLC, ORTEKA network of orthopedic salons, MANGO OFFICE, GRASS, XFIT Brand, Kapital Life Insurance Life Insurance LLC, SDEK, Zhar-Ptitsa Bath Complex, BIANCA dry cleaning, UNIFIED TSUPIS (NPO Mobile Card LLC), RBE Group, Mgrillcafe restaurant chain, Meine Liebe, Central Directorate of Passenger Facilities – branch of JSC "Russian Railways", the company "Russian Railways", Kitchen Yard Brand, Federal chain of salons "Palchiki", JSC "Federal Passenger Company" and many others.
At the same time, SberStrakhovanie's "Protection for Any Occasion" product also won in the "Program of the Year. Comprehensive Insurance" nomination in the "Financial Literacy and Openness" category. The program allows you to receive insurance protection against several risks at once within one policy. For example, you can insure housing, money on cards and accounts, as well as other parameters.
Head of the Gazpromneft filling station network in Russia, Oleg Kuzmenkov, noted that the trend towards self-service is becoming more popular every year, and more than 20% of the network's customers already make purchases in this format: "We see the demand for self-service services among our customers and are actively developing this area. Our customers can purchase fuel, as well as cafe and store goods, both independently and with the help of staff. We also continue to develop the services of our own mobile application "Gazpromneft Filling Station" to make the customer journey even more convenient. The loyalty and satisfaction of our customers is a natural result of positive customer experience and justified expectations."
The use of high technologies in the creation of products and services is the basis of the effectiveness of any business. "MAIBENBEN offers high-tech products, in the production of which we pay special attention to user experience. Thanks to this approach, as well as careful quality control and high service standards, in just 4 years of operation in Russia we have managed to achieve recognition among Russian users. Winning in the nomination "Computers and Components of the Year" is one of the indicators that we have chosen the right path," said Kirill Rakov, Marketing Director of MAIBENBEN.
The development of customer service and continuous product quality control create the basis for a successful business in a highly competitive market environment. This fact was confirmed by multiple winners of the Award, whose contribution was duly appreciated by the jury. "Today, customers are interested in effective solutions in the service that save time. That is why we are developing such areas of digital support as remote configuration, remote connection to the client's equipment, a smart chatbot, which we presented for participation in the Award this season. And we are proud that our project was appreciated by the jury," commented Anton Sukovatyy, Director of the Management and Development Section of the service network in Russia and the CIS countries, Samsung Electronics.
Head of the sales department of the cleaning direction of GRASS, which became the laureate in the nomination "Product of the Year. Cleaning products for professional cleaning", Georgy Privalov noted: "The manufacturer of car chemicals, household chemicals and products for professional cleaning GRASS has been making the world cleaner for 20 years. We are pleased that the products of each direction are appreciated. Today, the consumer is drowning in information noise: there are a lot of companies, offers, cases, solutions. The Award allows us as a manufacturer to understand the vector of development, and the consumer – the quality and service of the brand."
"Developed customer service is a solid foundation for a successful business. MANGO OFFICE helps in conditions when high demands are placed on the quality of communication with customers. Thanks to cloud communication solutions, business can build communication with customers according to specified service standards, allowing to achieve CSI up to 97–98 %," commented Alexander Shikinov, Sales Director of MANGO OFFICE.
How does rebranding affect customer loyalty and stimulate demand? "XFIT has been on the market for a long time, more than 30 years, and naturally, we needed an update, so rebranding became a natural and expected step. Visual changes have led to the fact that the brand has become more modern and stylish, and the atmosphere in the clubs is even more conducive to effective and comfortable training," comments Svetlana Bazarova, Marketing and Advertising Director of XFIT, – It's great when the "product" and its "packaging" correspond to each other and charge customers with energy at the physical, psychological and mental levels."
The contribution to one's own health is a trend that in recent years has covered more and more consumers from various age groups. Companies, striving to respond to this trend, pay special attention to ensuring high quality of service and products in the field of healthcare and medical services. "In its daily activities, the First professional network of orthopedic salons ORTEKA always follows the principle: health is the main value of a person! – noted Sergey Shcherbinin, Executive Director of NIKAMED LLC, – our priorities are a premium level of service, high quality of medical care, constant care for customers. Affordable effective and high-quality medical orthopedic products for health will allow you to maintain a high quality of life for many years."
Evgeny Gurevich, General Director of Kapital Life Insurance Life Insurance LLC, spoke about the availability and convenience of insurance services in the field of healthcare: "The ecosystem of a healthy lifestyle that our company has been forming in recent years allows customers to receive insurance services and monitor their health. Our ecosystem, combining life insurance with medical services and modern technologies, is designed to prevent serious health problems, as well as preserve personal and family financial well-being."
Elena Markevich, General Director of the Diana dry cleaning network, commenting on the victory in the Award, noted: "In December, the Diana dry cleaning network turns 30 years old. Over these years, the company has grown significantly: factories, dry cleaners are now located in several regions of the country; we not only clean clothes, interior items, carpets and furniture, but also clean apartments, houses and offices. Household chemicals of the network's trademark are used by thousands of people. It is the customers who help us grow and develop! We are grateful to our customers for their high appreciation and are confident that a satisfied customer is the key to the success of any company."
"The bookmaking market is very competitive, all product innovations and marketing promotions are instantly copied, in these conditions, service remains the only component of the brand that is really able to form the attitude and love of the client, – commented Tatyana Zvorygina, Deputy General Director for Marketing and Sales of BC "Liga Stavok", – The course of "Liga Stavok" today is on the best standards of customer relations, the benchmark for us here is not only our industry, but, first of all, the best world practices. We continue to improve and look for ways to make our customers comfortable and sporty with us."
Andrey Ryzhakov, General Director of "AlfaStrakhovanie – Compulsory Medical Insurance", spoke about improving the demographic situation and the availability and convenience of insurance services in the field of healthcare: "Improving the demographic situation is now a priority task of the state. A set of measures to solve it includes caring for the health of pregnant women, young mothers and newborns. It is in this sensitive area for society that we have built a whole system of targeted support and quality control of medical care for expectant mothers and babies."
Achieving maximum customer loyalty, constant demand for services, as well as scaling is not an easy task for any business. "In 2024, RBE Group will celebrate its 20th anniversary, we are approaching this date in a state of large-scale transformation and business growth, – commented Andrey Shokin, General Director of RBE Group, – We are well known in the professional environment, and the company's calling card is our long-term cooperation with JSC "Russian Railways" in providing hot meals and steward service for high-speed trains "Sapsan" and Lastochka". That is why the quality of service and product safety is the cornerstone of the company's business, allowing, among other things, to set service standards in the industry.
"We are becoming a laureate of the Award for the second year in a row. User requests, which are challenges and at the same time points of growth for business, require new service solutions. Winning the competition is not only a test of one's own strength and ambitions, but, first of all, recognition of the results of the business by experts and the consumer," commented Anna Turava, Marketing Director of ALLES.
The topic of the development of domestic tourism was also touched upon at the "Quality and Service" Conference. "Domestic tourism in Russia this year will amount to about 72 million people – this is 4.5 million more than a year earlier," commented Sergey Semenov, General Director of the Mgrillcafe restaurant chain, which was awarded the victory in the nomination "Network of the Year of roadside service restaurants". The demand for safety, high quality of cuisine and additional services not available in the competitive environment allowed Mgrillcafe to stand out favorably and take a leading position among roadside establishments. We will continue to expand the network and will be happy to offer the level of service that the residents of our huge country deserve."
Commenting on the victory in the Award, Sergey Sokolan, Director of the Service Department of LG Electronics RUS LLC, noted: "The LG service department receives the award from the experts of the Award for the 5th year in a row. Our project "Creating our own network of visiting engineers based on dedicated Authorized service centers" allowed us to reduce the waiting time and repairs by 2 times. In total, 38 employees work on the line in 18 cities of Russia and Belarus, which saves the consumer time and money."
"We are glad that the mortgage refinancing product of VBRR Bank has received recognition and high appreciation from the expert community of the "Service Quality and Consumer Rights" Award. Throughout the year, before the key rate was increased by the Bank of Russia, our refinancing program was very popular in various regions. In addition to reducing the monthly payment, the program includes many other advantages – all of them without hidden commissions, unnecessary insurance and on transparent terms," commented Elena Polyarush, Head of Mortgage Lending Department of VBRR Bank, on the victory in the Award.
"We are proud of our victory in the nomination "Bath Complex of the Year" and sincerely thank the experts for appreciating our work. It is a high assessment that motivates us to confidently follow our mission: to preserve, develop and instill centuries-old traditions, combining them with modern innovations, to introduce our guests to a fundamentally new level of recreation and comfort, to form an understanding that the bath can be a fashionable place!", – commented Oleg Pashkov, Executive Director of the bath department of Alba Group, laureate of the Award in the nomination "Bath Complex of the Year".
An unconventional approach to household services was presented by the federal network of premium dry cleaners BIANCA, laureate of the Award in the nomination "Service of the Year for household services". "We have always dreamed of doing something that has never been on the market before. Dry cleaning with delivery has become such a project. We take on the household tasks of our clients so that they can do what they love, fulfill their dreams, relax. We are pleased that customers appreciated this innovation not only with increased demand, but also with this Award," commented Yadadya Isakov – co-owner of the network.
Olga Bespalova, Director of Customer Experience Development of UNIFIED TSUPIS, commenting on the victory in the Award, noted: "Customer care is one of the values of our company. The UNIFIED TSUPIS Support Service is required to provide uninterrupted service every day, because speed and quality of service are extremely important to our customers. Every year we serve more than 8 million requests from players and about 200 thousand requests from partners, while the level of satisfaction of our customers exceeds 90% – we are proud of this result."
"SDEK's customer service is developing, actively mastering the "digital", striving to ensure that both customers and employees are happy. Winning the Award is an excellent indicator that we are doing everything right. Thank you to the SDEK team for their involvement and dedication, and to the jury for their high appreciation! We will continue to grow and develop as a service company," noted Evgenia Bender, Head of Customer Service Assessment Department of SDEK.
The partners of the event were Voyah TransTechService and the Timepad ticket service.
