On November 7, the results of the XV anniversary "Consumer Choice" Award were summed up at the Mantera Resort & Congress hotel. Receiving the award is a direct confirmation of the efforts made to promote business and the domestic economy. Identifying the best products, projects and achievements in the field of product and service quality makes it possible to replicate exemplary offers on the market in terms of customer satisfaction.
For 15 years, the "Consumer Choice" Award has been the main award in the Russian market, awarded in the field of quality and service. It is the quality of service that is often the decisive factor in the fight for the buyer.
The "Choice of Winners" not only inspires companies to further improve, but also strengthens brand loyalty among customers. This year, the Expert Council considered more than 500 applications, but only 100 became laureates of the Award. These include the Gazpromneft filling station network, Svoi Bank, Mr.Mattress, the XFIT brand, UNIFIED CUPIS (NCO Mobile Card LLC), SMARENT LLC, Samsung Electronics Rus Company LLC, LG Electronics / LG Electronics RUS LLC, the first professional network of orthopedic salons ORTEKA, MAIBENBEN, the Directorate of Railway Stations – a branch of Russian Railways OJSC, SDEK, the Smart International Institute of Psychology, and the First Furniture Factory.
In modern conditions, when consumers are becoming more demanding on the quality and speed of service, self-service is becoming not only relevant, but also the preferred type of service. "Today, at our gas stations, customers can independently make coffee, pay for purchases through a mobile application or using express checkouts. Our self-service services are in demand: every day about 17 thousand visitors buy fuel and coffee online, and the share of transactions through express checkouts has grown by more than 13% since the beginning of the year. We are also developing a new format of gas stations with an expanded self-service area. The number of such stations has already reached 52, and will grow every year," – said Oleg Kuzmenkov, Head of the Gazpromneft filling station network.
A distinctive feature of most of the Award-winning projects is not only the quality of the product, but also the orientation of business processes to the consumer – from automation of various stages to improving the quality of life of users.
"Samsung's business processes are based on caring for consumers, whom we are ready to support 24/7 through various communication channels: in chat or by phone, by video in sign language and through an on-site service. By constantly studying consumer experience and customer requests, we improve our approaches to service, and this helps us to provide assistance quickly and efficiently," – commented Anton Sukovatyy, Director of the Service and Customer Support Division of Samsung Electronics Rus Company LLC.
"Automatic storage lockers of a new type are an example of successful digitalization of services familiar to passengers at railway stations, which made it possible to bring the basic baggage storage service to a higher quality level," – Georgy Gevorkyan, Head of the Directorate of Railway Stations of Russian Railways OJSC, stressed the importance of integrating digitalization into the development of traditional services.
"Health is the main value of a person. A high level of service, a focus on the quality of medical care, and care for customers are the key principles of the ORTEKA network of orthopedic salons. We strive to ensure that the prevention of diseases of the musculoskeletal system becomes part of the health care system of our clients, where doctors will always help in providing qualified assistance to restore the usual quality of life," – shared Tokaz Marcin Rafal, Director of the Retail Sales Department of the ORTEKA network.
Creating a quality product is only the first step, but not enough for long-term success. The real value lies in building trusting relationships with customers and maintaining their loyalty, as commented by Liu Xiaowan, General Director of the Russian branch of MAIBENBEN: "Consumer trust is the main value for MAIBENBEN. Our team of developers, engineers, and research center employees are working hard to create an affordable product for the widest audience of users without compromising quality. By developing a customer service system, a network of service centers, and providing a guarantee for products, we strive to become a support for the Consumer – a company that is trusted."
Also on November 7, the winners of the Award in the Digital Leaders Retail & Service direction were announced – the project is presented by the "Consumer Choice" Award and is aimed at recognizing and encouraging digital projects and products in the field of customer service. The companies that became laureates of the Award have proven that they are forming a new level of competitiveness in the industry, among them: Samolet Plus, VSK Insurance House, ALFA-BANK JSC, European Medical Center JSC, X5 Group, SBER EAPTEKA, VTB Bank (PJSC), ALFASTRAKHOVANIE JSC.
In modern conditions, when consumers are becoming more demanding on the quality and speed of service, self-service is becoming not only relevant, but also the preferred type of service. "Today, at our gas stations, customers can independently make coffee, pay for purchases through a mobile application or using express checkouts. Our self-service services are in demand: every day about 17 thousand visitors buy fuel and coffee online, and the share of transactions through express checkouts has grown by more than 13% since the beginning of the year. We are also developing a new format of gas stations with an expanded self-service area. The number of such stations has already reached 52, and will grow every year," – said Oleg Kuzmenkov, Head of the Gazpromneft filling station network.
A distinctive feature of most of the Award-winning projects is not only the quality of the product, but also the orientation of business processes to the consumer – from automation of various stages to improving the quality of life of users.
"Samsung's business processes are based on caring for consumers, whom we are ready to support 24/7 through various communication channels: in chat or by phone, by video in sign language and through an on-site service. By constantly studying consumer experience and customer requests, we improve our approaches to service, and this helps us to provide assistance quickly and efficiently," – commented Anton Sukovatyy, Director of the Service and Customer Support Division of Samsung Electronics Rus Company LLC.
"Automatic storage lockers of a new type are an example of successful digitalization of services familiar to passengers at railway stations, which made it possible to bring the basic baggage storage service to a higher quality level," – Georgy Gevorkyan, Head of the Directorate of Railway Stations of Russian Railways OJSC, stressed the importance of integrating digitalization into the development of traditional services.
"Health is the main value of a person. A high level of service, a focus on the quality of medical care, and care for customers are the key principles of the ORTEKA network of orthopedic salons. We strive to ensure that the prevention of diseases of the musculoskeletal system becomes part of the health care system of our clients, where doctors will always help in providing qualified assistance to restore the usual quality of life," – shared Tokaz Marcin Rafal, Director of the Retail Sales Department of the ORTEKA network.
Creating a quality product is only the first step, but not enough for long-term success. The real value lies in building trusting relationships with customers and maintaining their loyalty, as commented by Liu Xiaowan, General Director of the Russian branch of MAIBENBEN: "Consumer trust is the main value for MAIBENBEN. Our team of developers, engineers, and research center employees are working hard to create an affordable product for the widest audience of users without compromising quality. By developing a customer service system, a network of service centers, and providing a guarantee for products, we strive to become a support for the Consumer – a company that is trusted."
Also on November 7, the winners of the Award in the Digital Leaders Retail & Service direction were announced – the project is presented by the "Consumer Choice" Award and is aimed at recognizing and encouraging digital projects and products in the field of customer service. The companies that became laureates of the Award have proven that they are forming a new level of competitiveness in the industry, among them: Samolet Plus, VSK Insurance House, ALFA-BANK JSC, European Medical Center JSC, X5 Group, SBER EAPTEKA, VTB Bank (PJSC), ALFASTRAKHOVANIE JSC.
Event partners: Buketnaya flower shop, LETU.
Photo provided by the press service of the "Choice of Winners" award
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