Cabot Credit Management (CCM),has won a customer service award at the seventh UK Customer Satisfaction Awards ceremony. CCM won the Customer Feedback Strategy award, ahead of nine other finalists including EDF Energy, HM Passport Office, Virgin Money and RSA Insurance. This award is centred around how easy it is for customers to give feedback and how a company then uses that feedback to reinforce good behaviours or make improvements to the customers future service experience leading to better customer engagement.
The judges noted that as part of its DNA CCM’s customer values are: empathy and respect; individual treatment, positive experience and fair outcomes. They felt the CCM submission clearly showed that the Customer Feedback Strategy has had a positive outcome, with an increase in the number of customers making payments and an increase in the number of customers maintaining their arrangement with the company.
Ken Stannard, CEO, CCM, said: “This is a major milestone for the credit management industry as CCM is the first member of the industry to win a prestigious Institute of Customer Service (ICS) award. The breakthrough sees CCM join other brands such as Virgin Money, Nationwide, BUPA and John Lewis in the hall of fame as current and past ICS winners. The award was not just in recognition of CCM’s impressive customer satisfaction results, but also its leading edge customer feedback innovation.”
Jo Causon, CEO, ICS, said: “Customer satisfaction is increasing, but there is no room for complacency as customer demands continuously evolve. The key to success is for organisations to create a seamless experience for their customers, one which provides continuity in an increasingly disrupted world because by focusing on their overall experience, customers will be more likely to remain loyal and make positive recommendations.
“Those organisations recognised by the Customer Satisfaction Awards have gone above and beyond to achieve outstanding service, and offer a standard for companies and individuals across the UK to aim for over the coming year. I would like to congratulate every one of our winners – and all those who were shortlisted – and commend the excellent experience they are offering to their customers.”