Bluefin are celebrating being awarded the prestigious 3-star award for ‘exceptional’ customer service by Investor in Customers (IIC).
2015 marked the fourth year Bluefin had taken part in this annual survey, where over 1,500 clients took part, and was the first year the company had reached the 3-star standard, having been awarded 2-stars since 2012.
Each year the broker has seen consistent improvements across all the key areas of the survey: understanding customer needs, meeting customer needs, delighting customers and engendering loyalty.
IIC is an independent assessment of excellence in the field of customer service and customer relationships. With an established methodology, the 3-star ‘exceptional’ award is given to companies that consistently meet the standards laid down in all aspects, to a high level.
Clients praised Bluefin staff for their knowledge, availability and willingness to go the extra mile. Comments included:
“As far as we're concerned Bluefin don't need to improve - they've already got what it takes to keep their customers satisfied.”
“I think you provide an excellent service and have staff who clearly know their job.”
“The advice I have had has been excellent. This last visit was excellent in helping me understand what the insurance companies are really looking for with various cover.”
Robert Organ, Chief Executive of Bluefin said: “Undertaking the IIC survey enables us to get really in-depth feedback from our clients on how we are performing against their needs and expectations. Once again we were delighted that so many clients were willing to take part and provide us with open and honest feedback about where we’re performing well and where there are still improvements to be made. Our business is dependent on our client relationships so it is vital for us to know how they feel about us. It’s been incredibly motivating for our staff to see that our clients have scored us so highly but at the same time the results also provide us with details of where improvements need to be made. As a business we are committed to making the improvements needed where we can and provide an even better experience for our clients in the future”
Tony Barritt, Head of Customer Experience at IIC, commented: “In a highly competitive market like insurance satisfying customers is no longer good enough. You have to excel, to deliver an exceptional customer experience first time - every time. There is no doubt that Bluefin is fully deserving of our highest award as their scores at all levels were truly remarkable and their consistent year-on-year improvements are clear indicators of developing a sustainable customer centric culture”