Safestore and Our Customers

Target   Perfomance 2019/20
Maintain 90%+ satisfaction scores in each market   UK: 94% Feefo / 93% Trustpilot
France: 93% Trustpilot
Spain: 96% Google

Safestore understands the importance of customer service and we are committed to enhancing this at a local level. We listen to and engage with our customers in order to deliver great service that they value.

We have a diverse customer base across the UK and Europe which we serve in a variety of ways: face to face in store, through telephony via our Customer Support Centre, online on our website, email and social media channels, and through our LiveChat service. By offering these different channels we can ensure that our customers can get in touch with us through their preferred mode of communication.

We continue to invest in customer service training, tools, coaching and evaluation. We also use customer feedback and testimonials collected on our website, third party platforms and social media, to gauge satisfaction and to raise standards.
We aim to provide a service which is professional, efficient and helpful. Our values drive us to aim to exceed our customers’ expectations from initial enquiry through to move in and this shines through in the way that our colleagues operate to handle customer enquiries, claims and issues.

We understand that the Covid-19 pandemic has made day-to-day operations difficult and complex for our customers. We believe that Safestore has a role to play in supporting our customers including key workers and vulnerable members of society during this difficult period. We have provided support in the form of deferred payment and rental reductions for those customers who were in genuine and immediate financial distress.

Responding to the developing Covid-19 pandemic dominated the second quarter of our financial year. Safestore’s top priority was to do the right thing for our colleagues, in the knowledge that they would look after our customers, and this included helping our Customer Support Centre to successfully work from home so they could continue to serve our customers.

As we have continued to work through the impact of the evolving pandemic, Safestore has taken many steps to implement new and comprehensive safety, health and hygiene protocols to reassure our customers that we can continue to deliver the very high quality standards that they expect from us.

We continue to seek customer feedback through Feefo, the online review platform which guarantees 100% genuine feedback. All UK stores receive feedback allowing customers to view ratings. This year, Safestore achieved a customer service rating of 94% based on UK customers who rated their experience as ‘Excellent’ or ‘Good’.
In 2020, Safestore won the Feefo Platinum Trusted Service award given to businesses which have achieved Gold standard for three consecutive years. It is an independent mark of excellence that recognises businesses for delivering exceptional experiences, as rated by real customers.

This is a highly valued award and as all reviews are verified as genuine, the accreditation is a true reflection of Safestore’s commitment to delivering outstanding service..
 
In addition to using Feefo, Safestore invites customers to leave a review on a number of other platforms, including Facebook, Google and Trustpilot. As a result, wherever customers look for trust and reputational signals about Safestore, they will see an impartial view of our excellent customer satisfaction.

Trustpilot is a well recognised and authoritative third party review platform. This year we are delighted that Safestore has maintained a TrustScore of 4.7 out of 5 in the UK. We are committed to delivering an excellent customer experience and our independent customer feedback shows a high level of customer satisfaction at 93% from 1,135 reviews.

Une Pièce en Plus also continues to use Trustpilot to obtain independent customer reviews. In 2020, 275 reviews have been collected with 93% of customers rating their service experience as ‘Excellent’ or ‘Great’ resulting in a TrustScore of 4.6 out of 5. In Spain, OhMyBox! collects customer feedback via Google reviews and has maintained a score of at least 4.8 out of 5.

We are proud to be recognised for delivering exceptional customer service and we see this as a great achievement and a testament to the hard work of our colleagues in store and in the Customer Support Centre.
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