Bollington recognised for ‘outstanding’ customer service


Bollington Insurance, has recorded ‘outstanding’ customer service levels under the independent Investor in Customers (IIC) assessment process. This is Bollington’s second IIC assessment and they maintain their two star ‘outstanding’ level; narrowly missing out on a 3 star rating.

There were consistent increases in both staff and customer scores since their last assessment in 2015. Particular highlights were in the areas of ‘communication’; ‘easy to do business with’ and ‘right first time’ which were all 3 star scores.

Comments from customers included: “The service is personal and friendly. Bollington staff definitely go the extra mile if they can do anything to help”; “I have been with Bollington for many years and I am very happy with their service”; “I have used Bollington for around 4 years. I have already recommended them to other people because of how they treat their customers” and “In a competitive market, Bollington really make that extra effort for customers.”

IIC is an independent assessment organisation that conducts rigorous benchmarking exercises. These exercises 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: “The management team at Bollington clearly recognise the importance of delivering an excellent customer experience – first time, every time. This is reflected in the feedback from both their customers and staff that shows that they really do practice what they preach.”

Chris Patterson, Group Managing Director at Bollington, commented: "It is great to be recognised as offering 'outstanding' service for the second year running by IIC, and to see a further leap forward in customer satisfaction scores over the past 12 months.

"Our company operates with the core principles of innovation, customer centricity and excellence at the heart of what we do. The latest review shows that we are making constant progress in delivering a quality service that is aligned to those values, and we look forward to continually improving our service proposition across the board.”