Once again, we have awarded credit management firm Intrum, our gold award for delivering ‘exceptional’ customer experience.
This result means that Intrum are our first client to achieve gold on their first assessment and maintain the rating for six consecutive years.
Our ratings are based on an assessment of Intrum’s customers, employees and management - looking at how well the business understands its customer needs and delivers services to meet them.
Intrum achieved an overall score of 8.99 out of 10 to match the assessment conducted in 2018, whilst receiving (in 2019) an industry leading customer NPS® score of +43.
Sandy Bryson, Director, Investor in Customers, said: “Intrum continues to provide an exceptional level of customer experience. They truly are a forward-thinking business who combine discipline and creativity to ensure customers receive the absolute best experience”. Having worked with Intrum for many years, I am constantly amazed at the dedication and passion the firm demonstrates for delivering world class customer service. They are genuinely a market leader in this area”.
To coincide with the impressive customer NPS®, the result also highlighted that the firm’s employees are highly motivated and engaged, securing our highest employee NPS®, thus far in 2019, of +80%.
This score is even more impressive given an increase in staff of over 30% in the last year as the business expanded in the early part of 2019. New employees have been impressed by the business's culture of putting the customer at the very heart of everything they do.
Chris Collins, HR and Customer Experience Director UK&I, said: “I am thrilled that our collective employee efforts are recognised in this way. Each year we spend a great deal of effort listening to the insights gained from both our customers and employees and ensure we have a clear strategy for improving our practices. It is clear that the more engaged our employees are, the better the service they provide to our customers.”
Eddie Nott, UK Managing Director UK&I, added: “What pleases me most is the desire our employees show for delivering the right solutions for our customers. While many companies claim to put the customer first, we can be truly proud that we actually do. We will be sure to listen and improve further in the months ahead.”