We have achieved a Customer Satisfaction Business Benchmarking score of 93.1 (out of 100) in an independent survey of our customers by The Institute of Customer Service.

The Institute of Customer Service is the UK’s independent professional body for customer service. It works with organisations to improve their business performance by enhancing the customer experience.

Claire Church, our Director of Service Delivery, said: “We pride ourselves on our levels of service, and to achieve such a high score in our businesses benchmarking survey conducted by The Institute is testament to the focus our whole team places on customer satisfaction.”

We were assessed on:

• ‘Experience’, measuring the quality of customers’ experiences and interactions, for which we were given 93.7*, compared to the 77.8 service sector average.
• ‘Emotional connection’ or how we engender feelings of trust and reassurance, which was 92.4, compared to an average of 75.9 for the service sector.
• ‘Customer ethos’ - how customers perceive we care about them, for which we scored 92.7 compared to 76.1 on average for services.
• ‘Ethics’ or our reputation to ‘do the right thing’, which was 92.6, compared to the 74.4 services average.
• ‘Net Promoter Score’, based on how likely customers would recommend us, which was +76, compared to +22 on average for services.

Claire added: “First and foremost, we’re a ‘people’ business, and it’s encouraging to see we’re seen as one by our customers. Satisfaction for our service delivered ‘in person’ scored the highest of all ‘channels’, at 95.2, with ‘over the phone’ at 91.9. The most common words taken from our customers’ comments were ‘happy’ and ‘satisfied’, which is exactly how we want them to feel once we’ve helped them to get back on the road.”

*All figures are out of 100 unless otherwise stated and are compared with The Institute’s UK Customer Satisfaction Index (UKCSI) Services Sector results. The UKCSI is UK’s largest cross-sector customer benchmarking study, most recently published in July 2022.