Credit, Collections & Insolvency News
Lantern Debt Recovery Services has achieved a ‘gold’ award from customer experience experts, Investor in Customers (IIC). This is Lantern’s third IIC assessment – with scores steadily increasing from ‘Silver’ in 2017 and 2018 to Gold this year.
IIC is an independent assessment organisation that conducts rigorous benchmarking exercises. These exercises determine the quality of customer service and relationships across several dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty. IIC also compares the internal views of staff to identify how embedded the customer is within the company’s thinking.
Danny Pickering, Managing Director from Smile Customer Experience, who facilitated the assessment said “To achieve an IIC Gold award is special and is just reward for a business that is committed to year on year improvement of the experience it gives to its customers. What is so pleasing is the number of customers that waived their anonymity and scored the business so highly. The Directors and staff have all contributed to this result. Lantern Debt Recovery are committed to improving their score further by noting carefully the insights that they have gained from this year’s assessment, and where necessary making further improvements in the delivery of their services. We are looking forward to continuing our relationship with them in 2020. Well done!”
Denise Crossley, CEO of Lantern said: “This remarkable achievement comes off the back of years’ of hard work by everyone here at Lantern, pushing ourselves to set the highest possible standards when it comes to caring for our customers. In achieving the Gold standard for the first time, we increased our net promoter score (NPS) by an incredible 35% vs the previous Silver assessment – a testament to the favourable perception Lantern enjoys with our customers. I’ve always believed that, even in the world of debt recovery…. and even when you’re dealing with the most vulnerable of customers, it’s still possible to build a successful business by being empathetic, honest and relatable. I’m phenomenally proud of what we’re building at Lantern. It’s something special that is starting to get the recognition I know our approach and people deserve”.
