A Berkshire business is celebrating an award for its customer service following a thorough inspection.
Newbury Building Society- one of the top 20 of its kind in the country- became the first and only UK-based building society to be awarded the ServiceMark accreditation last month.
The group were given the title by the Institute of Customer Service for its outstanding achievement and commitment to customer service excellence as a result of a two-day assessment.
Throughout the assessment period the institute’s assessor carried out customer surveys, service analysis, and group interviews to help understand the Society’s customer values and workplace culture.
Following the examination, the assessor said: “During the assessment it was evident that the commitment to delivering excellent customer service runs deep through all parts of the business and is used to differentiate the Society in a competitive marketplace.
“It was also clear that the Society strives to achieve service excellence through building truly strong partnerships with their customers, underpinned by trust, understanding and sharing in each other’s stories.
“A number of people spoke about their business not being in offering savings and mortgages but in helping their customers buy their dream home or save for their children’s future, for example.”
The accreditation followed the result of the Society’s most recent customer service survey in which the Society recorded a high Customer Satisfaction Index Score of 90.8.
CEO of The Institute of Customer Service, Jo Causon said: “Congratulations to Newbury Building Society for achieving ServiceMark accreditation.
“As well as providing recognition for organisations committed to excellent customer service, ServiceMark provides insight from customer and employee feedback to help them continually improve their customers’ experience.”
Head of Customer Service at Newbury Building, Melanie Mildenhall added: “In the last couple of years we have put feedback mechanisms in place to really get beneath what customers think about us, understand how they want us to move forward and what we can do to provide a ‘world class’ service.
Achieving the Institute’s ServiceMark accreditation is independent recognition of the hard work we have put in but is not the end.
We have a challenging programme of customer service activity to complete over the next five years and will continue to challenge ourselves to keep customers not only satisfied but create true advocates of Newbury Building Society.”For more information about Newbury Building Society log on to www.newbury.co.uk.
