Lantern receives third consecutive ‘gold’ award from IIC 

Debt purchaser, Lantern has received its third consecutive ‘gold’ award from customer experience experts, Investor in Customers (IIC). 

The ‘gold’ award means Lantern excelled at all four principle themes – understanding customer needs, meeting customer needs, delighting customers and engendering loyalty. The Lantern team took on board feedback from its first IIC assessment in 2018, where it achieved a Silver Award, and put in place some of the recommendations that IIC suggested to further improve their service delivery.

Employees also overwhelmingly voted Lantern a great place to work, with staff saying that Lantern treat staff as well as customers fairly; that they’re always thinking of the customer first; training is good and that ‘it’s the best company I have ever worked for’.

Danny Pickering Director of Smile Customer Experience who facilitated the sssessment said ” This is another outstanding Assessment for Lantern.  It is a pleasure to work with a business where the culture is to put customers and employees at the heart of the organisation. I am very impressed by the level of detail that the Senior Management Team of Lantern go into when considering the feedback and insights from both Customers and Staff from which a culture of continuous improvement in the business is nurtured” 

Tony Barritt, Managing Director of Investor in Customers said “Another great result for Lantern, clearly demonstrating the hard work that Denise and her team put in to delight their customers at every opportunity.  In a challenging working environment, where IIC have seen average experience scores slip back during the pandemic, Lantern’s achievement is exceptional”.

Denise Crossley, CEO of Lantern said “Once again, I am over the moon that the Lantern team have enabled this wonderful business to achieve yet another GOLD award from IIC!  Customer surveys are important, but an independent view across staff and randomly selected customers is clear evidence of our commitment to do the right thing for our customers and colleagues.”