Customers First

As Operations Director, my key focus is ensuring that the customer is at the heart of everything we do. I am really passionate about the service that we provide here at EDAM and I’m really proud of our market leading, world class Net Promoter Score (NPS) which evidences our efforts in this respect.

Achieving this type of rating is the result of operating with absolute integrity in every all our activities. Our claims qualification process is as robust as our fraud detection process. We always ensure there is a genuine need for a replacement vehicle by asking the right questions. We provide a vehicle which matched the customer’s need and we monitor our services correctly throughout the period of hire to ensure that our vehicle is returned once the customer’s has been repaired. When we create the invoice, we challenge it from the view of the insurer, to protect our customer but to ensure it will be fully recoverable.

We use several methods to obtain a 360 view of the service we are providing. We are conscious that we may only provide our services for our customer once so our focus is always on providing a consistently high level of service. NPS is used to survey the customer on receipt of a replacement vehicle but also following collection of the replacement vehicle to ensure that our service is to our usual high standard and consistent throughout the period of hire. If we receive a detractor score we will contact the customer to get some more information to understand how we can improve. We also use external platforms like TrustPilot and to gather feedback providing multiple options for the customer. Where things have gone wrong, we apologise and we learn from our mistakes.

We have an FCA compliant complaints process, which means we log every expression of dissatisfaction, investigate and respond within the required timeframes and we ensure that we are always treating the customers fairly.

As we aim to provide a seamless service for our business partners it’s important that we seek their opinion on a regular, scheduled basis to make sure that their needs are being met regards the levels and quality of service we deliver to our mutual customers.
All feedback allows us to recognise any knowledge gaps and identifies opportunities to enhance our service offering further. It’s really important that our processes are fit for purpose and deliver the high levels customer satisfaction which allow to maintain our position as market leading service provider in the sector – an accolade we will never take for granted.

Tanya Power, Operations Director

Recent Articles
How important is the human element in creating a seamless and effective customer journey? Has technology eclipsed personal contact?
As a post-accident services business, many enquiries we deal with are made at a highly stressful time for the customer. They could fear anything from prolonged time off the road, damage repair costs, or a loss of no-claims bonus. The last thing a driver needs is an emotionless, automated response with no sign of empathy. We aim to make the end-to-end process effortless for the customer, with the assurance that we will always act with integrity.
Read More
A Night On The Streets
On December 17th three members of the team from the EDAM Group took to the streets of Manchester, to raise awareness of Homelessness in the UK supported by the Charity Depal UK.  For many of us Homelessness is unimaginable, so the prospect of sleeping rough on a Friday Night in central Manchester was going to definitely test them.
Read More
EDAM: A vibrant, supportive culture supporting personal growth and development
At EDAM we pride ourselves on providing a great place to work, it’s something that dates back to when the founders started the business so we’ve invested time and energy making sure the culture is fantastic. And on the back of that we provide great jobs, careers and offer some great initiatives to help you progress down your chosen route.
Read More