We are delighted to announce that we have been listed as a finalist in the UK Customer Satisfaction Awards 2016! We are nominated in the HR Employee Engagement Strategy of the Year category, recognising organisations that have established an employee engagement strategy which has resulted in an improvement in performance and customer satisfaction.
The UK Customer Satisfaction Awards
Headed up by The Institute of Customer Service, the UK Customer Satisfaction Awards are the only customer service awards run by the professional body and are extremely prestigious. The other nominees are all of the highest standard, and we face competition from large organisations like BT Business and LV=.
The HR Employee Engagement Strategy of the Year award recognises the proven link between improved employee engagement and customer satisfaction, something which we here at Close Brothers Premium Finance have certainly found to be true. We believe that engaged colleagues deliver better service to our brokers and customers. This is why our innovative employee engagement programme promotes pride and professionalism across our company, as well as a strong focus on supporting our colleagues and ensuring fantastic customer outcomes. Recent activities on the programme included a week-long event during National Customer Service Week, embedding the importance of customer service excellence. The programme is designed to help all our staff focus on what’s important – putting our customers at the heart of everything we do.
Employee engagement and customer satisfaction
This has had a significant impact on the key measures of a successful engagement programme as described by The Institute of Customer Service. As well as seeing an improvement in our Employee Engagement score, absenteeism and sick leave have dramatically decreased and staff retention has increased beyond all our expectations, especially in our Customer Services department, meaning we’re able to retain expertise and knowledge within the business and pass on the benefits of this to our brokers and customers.
With such a distinct focus on delivering exceptional customer service across the entire business, it’s no surprise that the programme has resulted in a rapid increase in our Net Promoter Score (NPS), the figure we use to measure customer and broker satisfaction. This industry-standard figure measures whether our customers would go out of their way to recommend our service to their friends and family. It can range from -100 to +100, and anything positive (i.e. above zero) is considered to be a good result, with a score of +50 being considered outstanding.
Improving our Net Promoter Score
Since establishing our engagement programme, our NPS has increased by over 10%. Our broker NPS now regularly exceeds +50, and our customer NPS isn’t far behind at around +35. And our Customer Satisfaction Scores also increased by 7% to an incredible average of 95%. As well as these improvements, our Contact Centre was acknowledged as one of the Top 10 UK teams in the Contact Centre Management Association Awards 2015.
You can find out more about NPS and our customer satisfaction levels on our website, where we are proud to display these results.
We’re delighted to have been recognised in these prestigious awards for the quality of our customer service and the dedication and talent of our people. The winner will be announced on 4 March at the Hilton Park Lane.