Investor in Customers 2016 - rated exceptional
The Health Insurance Group based in Southampton has achieved the coveted “exceptional” accolade for customer service levels under the independent Investor in Customers (IIC) assessment process. In only its second review The Health Insurance Group claimed the highly-prized distinction of a three-star IIC award through solid and consistent client scores backed up by strong staff scores in a series of wide-ranging interviews. The overall score of 8.55 out of 10 places the company in the top echelon of UK businesses that excel at delivering customer service and creating brand loyalty.
The IIC is an independent assessment organisation that conducts rigorous benchmarking exercises. These exercises determine the quality of customer service and relationships across a number of dimensions, including how well a company understands its clients, 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 client is within the company’s thinking.
In its assessment, The Health Insurance Group received positive and constructive feedback from both customers and staff. Client comments included:
“All staff I have had dealings with have gone out of their way to be helpful. I have no concerns contacting them to get things changed etc. and know that this will be done.”
“Good prompt service from the company and I would not hesitate to recommend to other companies or individuals that I deal with”
“Very efficient and professional people who listen to what I require, and do their utmost to match my needs “
“Although we are only small in terms of our needs for their service, they always treat us as though we are a key customer and offer us an excellent service.”
“Staff are always helpful, know our business and will help with any questions. Just what you need from a company!”
Tony Barritt, Managing Director of Investor in Customers said: “The Health Insurance Group have demonstrated that they deliver an exceptional customer experience, measured across a diverse range of metrics. It is clear that the customer is at the heart of the organisation and that staff at all levels truly understand the importance of delighting their customers at every opportunity.”
Brett Hill, Managing Director of The Health Insurance Group, added: “Achieving the top IIC rating is a massive achievement and demonstrates that our people, and their commitment to our customers, are at the heart of everything we do, delivering a great experience every time.”
“As a business that exists to provide independent impartial advice it has been incredibly rewarding to see that our clients score us so highly on our ability to meet their needs. At the same time, we’re also conscious that the survey illustrated areas where we can do better, such as anticipating their future needs, and there is commitment throughout the business to focus on these areas so that we provide an even better customer experience in the future,” Hill continued.
“Great service delivery starts with creating a strong culture and positive working environment where our staff live our values every day. We’re proud that our people are focusing on meeting the needs of our customers and in many cases, surpassing those expectations,” said Hill.