Bollington Insurance has recorded ‘exceptional’ customer service levels under the independent Investor in Customers (IIC) assessment process.
There were consistent increases in both staff and customer scores since their last assessment in 2016, ensuring the company received a maximum three-star rating.
Comments from customers included: “Great service with the personal touch”; “I have been with Bollington for several years and will continue to [be] so, as staff are great and helpful and prices are very competitive”; and “Overall I feel Bollington are helpful, understanding, and sympathetic to my needs whilst being friendly and efficient. They offer a personal service which is so often missing in today's world.”
IIC is an independent organisation that conducts rigorous benchmarking exercises to determine the quality of customer service and relationships across a number of dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty.
IIC also compares and contrasts the views of staff and senior management to identify how embedded the customer is within the company’s thinking.
Tony Barritt, Managing Director of IIC, commented: “We are delighted that the management team at Bollington has actively responded to their feedback from customers and put in place effective and sustainable business improvements.
“Their latest Investor in Customers assessment clearly indicates that they don’t just satisfy customers but go out of their way to delight them. We are pleased to present them with our three-star Gold award for delivering an exceptional customer experience.”
Chris Patterson, Group Managing Director at Bollington, commented: "Achieving ‘exceptional’ status from IIC is a just reward for the terrific commitment and dedication of our staff, who go out of their way to ensure that our customers receive the best levels of service possible.
“Bollington’s core principles of innovation, customer centricity and excellence have come to the fore in the latest independent review of our service, validating our long-standing efforts to deliver quality products and services to meet and exceed customer expectations.
“To now be a part of the top 10% of companies IIC has assessed is a tremendous achievement, and shows the level of trust our customers have in us.”