After weeks of intense observation and analysis, Emma Sleep has been voted Customer Service of the Year 2027 in the E-commerce category
The company underwent 160 mystery enquiries and a 10-week trial period to identify the best e-commerce customer service before receiving the prestigious award.
The inquiries were distributed across the contact channels, including phone, email, internet navigation, chat and social media. The participants’ customer service performance was audited and assessed over 80 criteria in areas such as availability, expertise, friendliness and response time. The entire procedure is standardised, comparable across all sectors and carried out by an independent partner.
Vasco Figueira, senior vendor manager at Emma Sleep, comments: “Support that works starts with making things easy. We’ve improved our processes so customers can find answers and sort everyday questions themselves, which frees our team to focus on the moments when someone really needs us.
“Our people, our partners and the investment behind them have kept CSAT (Customer Satisfaction Score) strong and response times ahead of our SLAs. This award is for the team, and we’ll keep making it easier for customers to get what they need.”
This recognition reflects Emma Sleep’s continued focus on making customer support more accessible and efficient.
The winners were revealed at an awards ceremony in London, bringing together the winning teams, partners and guests for an evening of recognition.
Emma Sleep’s full range can be viewed here: https://www.emma-sleep.co.uk/
