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156 Case Studies
Case Study: Avios achieves outstanding customer service with BSI ISO 9001 Quality Management
A BSI Case Study
Independent Endorsement of Best Practice Puts Global Rewards Company in Strongest Position to Continuously Provide Avios UK Members Outstanding Customer Service
Avios, the global travel rewards company behind the Avios UK programme, wanted to strengthen customer service, simplify document control and business processes, and create a clear framework for consistently meeting customer requirements. To support this, it worked with BSI and adopted ISO 9001 Quality Management certification for its customer contact centre.
BSI helped Avios embed the quality management system into day-to-day operations, using internal champions, staff communications, and training to make the change feel like “business as usual.” The result was improved customer satisfaction, more consistent delivery, better continuous improvement, reduced paperwork, stronger cross-team understanding, and enhanced environmental credentials through a move from paper to electronic processes.
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Avios
Emma Tickle
Global Support Divisional Manager