Great customer care and happy staff earns broker T H March “Exceptional” 3 Star Rating

Neil-McFarlane-Managing-Director-T-H-March-Insurance-Brokers

Chartered Insurance Broker T H March will be able to celebrate its 130th anniversary with extra gusto later this year having been awarded an ‘Exceptional’ 3 star rating by independent customer service assessor; Investor in Customers (IIC). 

IIC conducts research and investigation into how well companies treat customers and staff.

The highly-detailed analysis carried out and the valuable insights gained by bravely allowing an independent third party to talk to customers and staff (at all levels) helps companies like T H March continue to improve on what they do.

In order to achieve the ‘Exceptional’ 3 Star rating a company must: “Consistently meet the standards laid down in all aspects (of the survey), to a high level with an average score of 8 or above”.

Only 17% of the companies assessed by IIC since it was founded 10 years ago has ever managed to gain 3 stars.

T H March’s Managing Director, Neil McFarlane said:

“This is great news for us and I would personally like to thank all the customers who took time to participate in surveys and interviews when they were approached by Investor in Customers”.

He added: “Our ethos here is that we all have an integral part to play in the success of T H March and we are fortunate to employ people who take immense pride in what they do and work diligently to provide fantastic customer care.

“As a family company, we have a track record of ‘growing our own talent’ and so employees at all levels receive excellent ongoing training that helps them become qualified, knowledgeable people our customers can put their trust in”.

McFarlane said it is a source of pride to him that employees tend to stay with T H March for a long time, many for their entire careers! He remarked: “…That level of experience is like gold dust.”

A rather fitting comment in the context that T H March was originally founded specifically to service the (then) largely uninsured UK jewellery trade.

Since 1887 the company has grown and diversified and today as the T H March Group offers a wide range of commercial and personal insurance products and financial planning services.