Adare SEC’s Business Benchmark score was 82.4, which puts the organisation above the all-sector and the Banks and Building societies averages, as outlined in the UK Customer Satisfaction Index (UKCSI) survey, conducted by The Institute of Customer Service.
To support our commitment to the delivery of customer service excellence, we became a member of The Institute of Customer Service (The ICS), the independent, professional membership body for customer service in the UK, enabling members to improve their customers’ experience and their own business performance.
To further understand exactly what our customers think of us, in conjunction with The Institute, we recently launched our first client satisfaction survey which benchmarks our performance against the data collected by the UK Customer Satisfaction Index (UKCSI) conducted by The ICS.
A barometer of the state of customer satisfaction in the UK, the UKCSI is the UK’s largest cross-sector customer benchmarking study which surveys more than 10,000 customers in 13 sectors, and generates 45,000 responses annually. The benchmarking survey looks at five key areas relating to customer service – experience, complaint handling, customer ethos, emotional connection and the ethics of an organisation.
For the survey, we benchmarked ourselves against both the UKCSI all sector average and the average of the Banks and Building Societies sector. This was our first Business Benchmarking survey and the results achieved were very positive.
Out of a possible 100, Adare SEC scored 82.4 Customer Satisfaction Index score in the overall survey, which was higher than both the all-sector average of 77.1 and the Banks and Building societies sector, which scored 79.7 in the July 2019 UKCSI.
We also performed better than the averages for customer effort. Defined by the question “how much effort did you have to make to complete your transaction, enquiry or request on this occasion?” and scored on a scale of 10 with a lower score being a better result, Adare was marked at 3.2 – the all-sector and banks and building societies averages were at 4.8 and 4.5 respectively.
The UKCSI also measures Net Promoter Score, a metric based on the “likelihood to recommend”. The figure is created taking the percentage of respondents scoring 9 (out of 10) on likelihood to recommend scale and subtracting the percentage of respondents scoring 0-6 (out of 10) scale. Adare SEC once again outperformed the benchmark with a score of 37.3, compared to the all-sector average (20.5) and the banks and building societies (23.9).
Commenting on the results, Amanda Taylor, Adare SEC’s customer service director: “To receive such great results from our first client satisfaction survey is testament to the high standards of customer service we give our clients. Our aim is to offer clients a stress and hassle-free process when it comes to their integrated customer communications and the findings of the survey highlight the quality of our customer service.”
“Although our results from the Business Benchmarking survey are very positive, we aren’t resting on our laurels when it comes to our customer service. We’re committed to developing, improving and evolving the customer service we offer our clients to ensure they get the best service and experience possible.”
At Adare SEC, we’re committed to providing market-leading levels of customer service, in line with our approach to be a trusted partner to our clients. In March 2019, we joined The Institute of Customer Service, the UK’s leading professional customer service body, as part of our pledge to offer an unparalleled level of service.
To learn more about our client service, you can email Amanda at AmandaTaylor@adaresec.com or call her on +44 (0)1484 867 203.