Positive results in customer service benchmark

Positive results in customer service benchmark

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Earlier this year, we became a member of the Institute of Customer Service to further strengthen our business performance by improving our customers’ experiences through research, insight and benchmarking.
 
We recently took part in our first customer service business benchmark comparing our results with the national Customer Service Index (UKCSI), which includes 25 other insurance participants such as LV=, Aviva, More Th>n and Hastings Direct.
 
The results from the benchmark are very positive for us and show that we’re on the right track with our customer service.
 
Across the survey, responses are ranked on a 1-10 rating scale, with the figures produced for each question being mean averages of all responses. The scores are then multiplied by 10 to produce an index figure and are based on a sample of 200 responses across our customer base.
 
When asked ‘How likely would you be to stay as a customer of 1ST CENTRAL’, we scored 7.8 against an industry average of 7.7.
 
And when asked ‘How likely would you be to recommend 1ST CENTRAL to friends or relatives?’, we scored 7.7 against an industry average of 7.5.
 
We’re delighted with the results but will keep working to further improve our scores and strengthen our customer journey even more.