QuestGates is proud to announce that it has retained its Gold status for customer service following the latest assessment by leading customer experience agency, Investor in Customers (IIC).
In doing so, QuestGates not only increased its overall score versus the previous assessment, but consistent scores across the four key areas covered by IIC – understanding clients, meeting their needs, delighting them and engendering loyalty – demonstrated consistent improvements across the board.
IIC Managing Director Tony Barritt commented: “QuestGates have again demonstrated their passion and determination to provide exceptional customer service in the loss adjusting and claims management market, retaining the highest accolade that IIC award, Gold. We have worked with QuestGates since 2012 and have seen a continuous improvement in all areas of the business with significant investment in their people and technology. This latest award is a great achievement in such a challenging industry. Well done!”
QuestGates Director, Greg Laker, said: “As an owner-managed business, we live and die by the service we deliver to our customers. With no external influences, we are 100% focused on their experience of working with us and we are constantly looking to see how we can improve. While we have always enjoyed open dialogue with them, I think the value of involving an independent body like IIC has been hugely influential in helping us hone in on particular areas and work as a team to come up with ways to do things even better.”
“All the hard work of our staff over the past few years (since we first engaged with IIC back in 2012) is paying off. We’ve been on an upward curve since then but I was hugely proud to see the consistency of our scores across the board this time around. Perhaps more importantly, the further jump in our Net Promoter Score to +73% demonstrates that we truly offer a world-class proposition to our customers.”
QuestGates Limited is a leading independent specialist loss adjuster. It has an award winning reputation for innovation and for providing high quality technical loss adjusting services, predominantly in liability, property, motor, environmental, subsidence and counter fraud. QuestGates also offers specialist loss adjusting and risk management advice on an international basis for the entertainment, advertising and motor sport industries through its subsidiary Hyperion. The company operates from a national network of 14 offices across the UK and is headquartered in Birmingham. As the UK & Ireland representative of the vrs Adjusters organisation, QuestGates is also able to provide global services via its international members.