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Newbury Building Society wins customer service award

Michael Lloyd

July 30, 2019

Newbury Building Society has been awarded ServiceMark accreditation from the Institute of Customer Service.

The Institute’s ServiceMark is an independent and national benchmark of an organisation’s achievement in customer service and its commitment to upholding those standards.

Newbury is the first and only UK-based building society to be recognised with this award.

Jo Causon, chief executive of The Institute of Customer Service, 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.”

Melanie Mildenhall, head of customer service at Newbury Building, 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.”

The society underwent an extensive customer survey, assessment of employee engagement with customer service and a two-day on-site assessment.

This involved the analysis of the customer journey along with individual and group interviews with employees to help understand the society’s customer values and workplace culture.

Following the two-day assessment, the Institute’s assessor summarised their findings: “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, 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 customer satisfaction index score of 90.8.


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