Our Customer Service

At Blackcircles.com we take customer service very seriously. We have provided tyres to hundreds of thousands of customers and have consistently – we are proud to say – achieved customer satisfaction levels of between 96% and 98%. As we constantly strive to improve how we work, customer service is vital in shaping the future of Blackcircles.com. We don’t look at it as a means to create advertising headlines or to win awards; we treat it as the heartbeat that keeps our operation alive.

A company can do all the analysis they like; they can look at graphs and charts until they convince themselves their customers are happy – but for us, that isn’t good enough. Customer service is a one to one thing. We are fully aware that, although they can be a good sign as to how things are going, cold hard statistics are useless to the individual. As such our business ethos is quite simple: if we satisfy one customer we are likely to reach four new ones from word of mouth, if however we do not satisfy a customer that message will probably reach ten. We simply cannot afford to have customers who are not satisfied.
 
To understand Blackcircles.com better, it may be useful to understand our customer service procedures and processes:

First of all we communicate with all of our customers within 10 days of their tyres being fitted; this is an extremely important part of the order process, as this feedback ensures we are aware of how satisfied customers are with the 5 key elements of their Blackcircles.com experience. Once we have received the feedback we take an average weekly score - each customer feedback rating is divided into the areas that concern parts of the business, prices, garages etc...

From the feedback, a report is automatically prepared and the comments are read so that trends can be spotted and detailed. Effectively this means we have 5 departments analysing the elements of customer feedback pertinent to the sections of the process where they can make a difference.

Very quickly actions are taken to make changes to either improve or acknowledge the parts of the consumer experience our customers have fed back on. Very few actions are taken to change the business that haven’t first of all come from our customers' feedback, whether it be direct or indirect.

So to sum it up: our business is powered by our customers. Now, we realise that sounds like an awful cliché - but for us it is a reality and imperative to the future growth of our business.