IIC, one of the UK's leading customer experience consultancies, have created a model that examines companies' understanding of customer needs, how customer needs are met, whether customers are delighted and how loyalty is created.
Investor in Customers carried out various in-depth interviews within Royal London across a number of customer and non-customer facing departments and roles, including an interview with the Group Chief Executive, Phil Loney. These interviews highlighted that Royal London has an extremely strong customer ethos and recognises that providing an enhanced customer experience will provide a competitive advantage. Staff at Royal London are encouraged and empowered to meet customer needs at the point of contact with training and coaching in place to ensure that everyone shares best practice and develops skills that enable them to meet the needs of customers.
Rob Regan, Royal London's Group Operations Director, commented:
"This award recognises that we're continuously improving our customer experiences and our employees' engagement in achieving our vision of being the most trusted and recommended life insurance, pensions and investment provider. Teams across the business have worked hard to ensure that customers get a high standard of service from us and this award is a testament to their efforts."
Tony Barritt, Managing Director of IIC commented:
"I have two big impressions from working with Royal London; firstly you understand the data, why you are collecting it, what is relevant and doing something with it. And secondly you are consistent; through all levels you understand why customers are important, why you need customer feedback and despite good scores you all want to work together to improve things further for your customers. Investor in Customers has helped over 200 other companies and in comparison you are consistently strong. Achieving our Investor in Customer 3-star (Exceptional) Award is exactly that – exceptional – this puts you in the top 10% of companies we have worked with."