The Credit Services Association, the voice of the UK debt collection and debt purchase sectors, has maintained its Silver accreditation from Investor in Customers, and it has been congratulated for continuing to provide an outstanding experience to its Members.

The independent Investor in Customers (IIC) assessment process surveys employees, management and customers to determine the quality of customer service and relationships across a number of dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty.  IIC also compares and contrasts the views of staff and senior management to identify how embedded the customer is within the company’s thinking.

The Silver accreditation has been awarded to the CSA for the second consecutive year. The CSA’s overall score is up from 2018, (from 7.67 last year to 7.87). Score increases came from all participant groups, however, the Member score had increased the most significantly (from 7.70 in 2018 to 8.17) pushing it into the Gold tier. The CSA demonstrated a strong desire to meet its Members’ needs and also ‘delighting’ its customers.

Comments from members included: “I have always had a positive professional relationship with the CSA. They provide expert advice and support”; “The CSA now behaves as a force to be reckoned with and represents the industry with passion and focus”; “I am impressed with the whole Association, its communication and information is excellent”; and “Great service, professional and great contribution to the credit services industry as a whole”.

Peter Wallwork, Chief Executive of the CSA said  “It is encouraging to see that, members view it as a pleasure to deal with the Association, that our communication is clear, and we are in tune with their needs. I congratulate the head office team for their ongoing commitment to the Members, it is down to their efforts that we are seen as an Association that behaves with fairness, integrity and honesty, and one that represents the industry at the highest levels, with ‘passion and focus’.”

Sandy Bryson, Director of Investor in Customers, added “This year’s results have shown that the Association has significantly improved its member experience over the past year, in part by implementing all the learning points from last year’s assessment. Overall, members feel they are receiving an exceptional level of experience from the Association, which is a fantastic achievement. It is a pleasure to work with such a passionate, dedicated and motivated team that wants to continually improve its member experience. They are committed to using the findings from this year’s assessment to go for an overall “Gold” award next time!”