Square Mile Broking, who arrange bespoke insurance for corporate clients have recorded ‘exceptional’ customer service levels under the independent Investor in Customers (IIC) assessment process.
This is Square Mile Broking’s first IIC assessment and they scored an incredible 8.91 (out of 10), making them the highest recorded IIC result for a company in the financial services and insurance sectors. Not only that but it was the 8th highest score ever recorded for any company going through the IIC process AND the Net Promoter Score ® (NPS®) was phenomenal – bucking industry trends by over 200%. Truly remarkable!
Comments from customers included: “They are an excellent, professional company with very good friendly, knowledgeable staff.”; “I have never experienced service like it, the attention to detail is second to none”; “It's the best all round service I have received from an Insurance Broker” and “Knowledgeable staff. Efficient service. Competitive pricing. Treated as an important customer, not a number.”
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: “At IIC we work with a number of organisations who claim they deliver an exceptional customer experience. It is very rare that we come across a company that practices what it preaches across all areas of their business. Staff at all levels are committed to delivering an exceptional service and it is clear from the response from Square Mile’s clients that they do exactly that!”
Andrew Costello, Director at Square Mile Broking, added:
“The Directors were truly delighted to hear we had receive the prestigious ‘3 Star – Exceptional’ award on the first time of applying to IIC under its rigorous and independent accreditation.
It was true reward for the constant work invested by the team, managers and Directors that backed up the level of service we thrive to deliver for our clients. This also ties in with our obligations under the Chartered Insurance Broker status.
To secure the top accolade was praise enough for our team, but to achieve the best ever rating for a business with in the Insurance & Financial Services sector and to deliver the 8th best score ever for any company going through the process, was an amazing achievement for the business.
We would like to take this opportunity to thank the clients for their feedback and the team for their ongoing brilliant work with our clients.”