We have won the Best Application of Technology Award at the UK Customer Satisfaction Awards 2023, which took place at The London Hilton on Park Lane this month.
Judges deemed ourselves to be the organisation that had most successfully deployed technology as part of an overall strategy to improve its customer service and satisfaction offering.
Emma Morris, customer and quality director at Redrow, said: “Part of our brand promise is to provide better experiences for our customers.
“Pivotal to our success in this area is our unique digital customer journey that supports home buyers from before they reserve a home right through to long after they have moved in.
“We’re continuously evolving the home buying experience by introducing new digital innovations so customers can do everything online and in their own time. With the back-up of regular in-person contact at our developments, it’s now possible for a customer to complete their entire home buying journey digitally.
“Not only is this extremely convenient, we’ve also made it highly personal. Plus, we were the first UK housebuilder to introduce bespoke video messaging for every customer.”
Awards judges said: “Redrow is making buying a home a human-to-human experience, through technology.
“Redrow’s entry displayed great continued development and integrations of new applications to enhance the customer’s digital journey. This also created positive sustainability metrics as well as customer satisfaction.”
At the core of our offering is My Redrow, the exclusive members’ area of its website. Through the platform, the housebuilder provides online support at every step of the sales and aftersales process. Customers can save favourite developments and properties during their home search, complete their reservation online, store all legal documents and plans, track their build progress, and personalise their home interior with options and added extras.
The latest addition to My Redrow is Homeowner Support, which gives customers access self-help advice and provides a portal where issues can be reported.
Emma added: “It’s just wonderful to win this award from the Institute of Customer Service. It’s taken a huge amount of hard work and dedication to hone our digital customer journey to this point. We’re also pleased our home buyers are now reaping the benefits of this streamlined support.”
The Institute of Customer Service is the UK's independent professional customer service body. It partners with business, the public sector and the Government, to position the UK as world leaders in service.
For more information head on over to our website or visit our PLC page.
