UK debt purchaser, 1st Credit has achieved gold standard from Investor in Customers (IIC) for ‘exceptional’ customer service for the fourth year running.
1st Credit, part of Intrum Justitia Group, increased its scores across the board – from customers, staff, management and independent assessor IIC. The company achieved an overall score of 8.86 out of 10, up from 8.50 in 2016 and its third consecutive year of increases.
IIC’s ratings are based on a survey of 1st Credit’s customers, team members and management to assess how well the business understands its customer needs and delivers services to meet them. The result puts 1st Credit in the top ten per cent of overall scores for all IIC customers, across all industries.
An increased number of customers said 1st Credit understands and meets their needs, offering affordable payment plans and a high level of customer service. “Being in debt is a traumatic experience and having a company who is understanding is a great help and relief,” said one. “Excellent service, understanding approach and very, very helpful in dealing with me. Not like other collection firms,” said another.
The results showed the company’s staff to be highly motivated and encouraged to tailor plans to individual customer needs. In total, more than 98% of team members said treating customers fairly is an everyday priority in the business.
Chris Collins, HR and Conduct Risk Director, said “To raise our scores from last year’s high level is very satisfying. The scores are a direct reflection of the culture embedded within 1st Credit where employees strive to find the right solution for each customer.”
UK Managing Director Eddie Nott said: “We are delighted to be awarded gold standard by IIC for the fourth year running and to be in the top ten percent of scores across all industries, a remarkable achievement considering customers do not choose to have relationships with debt collection businesses.”
“The increased scores are a reflection of the team’s hard work and innovation in improving the customer journey. We will continue to develop our approach in the coming year – and are determined to further enhance the experience for those tackling problem debts.”
Sandy Bryson, Director at Investor in Customers, said “An exceptional performance from 1st Credit for the fourth year in a row. This year there have been significant increases in scores from not only customers, but staff and senior management too. Being awarded the gold award is testament to their commitment to continuous improvement.”