According to an annual report we’ve significantly reduced our complaints over the past year and are now well ahead of average benchmarks pre-market opening!
The efforts we’ve been making over the past year to improve our customer service offering and reduce complaints have been reflected in an industry report.
Due to rapid growth, which has resulted in our position as the largest new entrant to the market, we decided to take action in 2018 to invest further in our customer service offering and reduce complaints, as well as providing an enhanced overall customer experience.
This is evidenced in the annual report, which shows we have experienced a 60% reduction in written customer complaints during the latter six months of the year (October 2018 to March 2019).
The report also demonstrates our rise from 11th best to 6th best in the league table, in half a year.
During this six-month period, we received fewer complaints than the industry average prior to market deregulation.
While we have made significant progress so far, we are constantly striving to improve our customer experience. We will continue to engage with our customers, brokers and employees to ensure the success continues and we are effectively adapting to the evolving market and changing customer needs.
Managing Director, Josh Gill, says: “We’re passionate about putting our customers first and providing a great value service for SMEs. For this reason, we’ve taken a great deal of action to resolve and reduce complaints over the last year – I am extremely proud of the team’s incredible efforts and excited to see that the statistics reflect the work we’ve all put in. We’re committed to keeping up the momentum going forward and I’m confident next year’s report will evidence this.”
Watch this space!