Following on from what has been a positive year here at EDAM, we have been rewarded for our outstanding commitment to customer service with both a category win and a ‘highly commended’ at the 2019 UK Customer Service Excellence Awards. Thanks to our team’s ongoing dedication to leading customer service, we were named the overall winner in the ‘Best Use of Customer Feedback’ category and highly commended in ‘Investment in Company Culture’.
The ‘Best Use of Customer Feedback’ category recognises organisations that focus on using feedback to improve service offering while successfully retaining customers. In addition, the company must demonstrate that staff are highly engaged with the feedback procedures. Focusing on the customer is a top priority for us here at EDAM Group, and the award assumes huge relevance as we continue to experience significant levels of growth.
Marc Lafferty, Chief Revenue Officer here at EDAM Group, said: “This is an excellent win for us and a true reflection of the efforts of our happy and engaged workforce. One of the strongest tools that we use to measure and manage customer feedback is our Net Promoter Score (NPS). Not only does this metric help to determine our level of customer satisfaction on the basis of genuine feedback, but it is also invaluable for continuously improving our service. Our excellent NPS score, currently over 80, indicates our relentless commitment to customer service.”
Kate McKittrick, Managing Director of Charlton Grant, who host the awards, said: “In an age where customers are faced with a whole spectrum of insurance options, they want to know that they are choosing the very best. These awards give organisations and individuals the chance to demonstrate how they are transforming and accelerating customer service, and stand above the rest.”
The UK Customer Service Excellence Awards focuses exclusively on customer service in the insurance and broker market. With a judging panel made up of CEOs and Directors from leading customer service consultancies across the industry, competing organisations are required to meet the highest of expectations to achieve this very prestigious accolade.