Lowell, the leading European credit management company based in Leeds, has again achieved our Gold status. This is the fourth year in a row Lowell has gained their highest rating.
The IIC ‘Gold’ is recognised as one of the UK’s leading customer service award schemes, and Lowell’s Gold status reflects its ongoing commitment and delivery of the highest levels of service.
UK Managing Director, John Pears, said:
“I am very pleased for the team here that their hard work and professionalism has been recognised with this award. Every day we try to make a positive difference for people dealing with their finances – this award shows that we are doing it the right way – the Lowell Way.
“To maintain this level for a fourth year shows that we have not been complacent and have innovated and improved on what we do, and we will keep doing this to make sure we deliver the best service we can.”
We made this year’s award after surveying over 3,500 customers and employees of Lowell Financial, Lowell’s UK arm. The survey assessed Lowell Financial’s understanding of customer needs, and its delivery of services to meet those needs. IIC makes its assessment across a number of key areas including:
• Ease of doing business with the organisation
• How customer feedback is sought and addressed
• Quality and range of services offered e.g. payment solutions
• Clarity of communications
• Getting things right first time
• Overall customer service and satisfaction
Tony Barritt, Managing Director of Investor in Customers added: “Once again Lowell have proven themselves to give exceptional service in a highly challenging sector. Customers continue to report how well they are treated, and their gratitude for being dealt with fairly and with empathy, whilst staff clearly demonstrate both an understanding of customer experience and the ways in which they can make a difference.”