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Lowell Financial achieves ‘exceptional’ customer service award PDF Print E-mail
Wednesday, 27 April 2016
Lowell Financial, based in Leeds, the UK debt purchasing arm of Lowell GFKL Group, has once again been recognised for providing its customers with ‘exceptional’ service.

Investor in Customers (IIC), an independent customer experience consultancy, has – for the second consecutive assessment - awarded Lowell Financial a three star rating for ‘exceptional’ customer service – the highest rating awarded.

Lowell Financial received a three star rating following its last IIC assessment in 2014 but this year achieved the same feat with improved scores against every performance metric measured.

IIC’s ratings are based on the results of a survey of Lowell’s customers, team members and senior management to assess how well the business understands its customer needs and how well it delivers services that meet those needs. In total, IIC analysed responses from over 1,400 Lowell Financial customers and 650 team members.

Sara de Tute, Lowell GFKL Chief Risk Officer and Legal Counsel said: “We are delighted with the award for Lowell Financial which reaffirms our Group’s commitment to our FAIR approach and achieving the right outcomes for our customers. The fact that customer feedback plays such as major role in the scoring is tangible evidence of our customer centric approach. Importantly, it also gives our clients and other external stakeholders a robust and external endorsement of the positive way in which we work with our customers and provides additional reassurance that we are a company that is not only committed to delivering for its customers – we can prove it!”

Commenting on Lowell Financial’s ‘exceptional’ rating, Tony Barritt, Managing Director of Investor in Customers, said: "Lowell has once again achieved our highest rating, and in doing so they have actually bettered last year’s performance in terms of the scores they achieved. It is rare that companies achieve improvement across the board, especially when starting from such a high base. This is testament to their ongoing commitment to enhancing the customer experience.

“I know they won’t be resting on their laurels. They will be determined to further improve their scores next time by continuing to listen to and act on their customers’ feedback.”

IIC assesses customer service levels across a number of key areas including:

• ease of doing business with the organisation
• how customer feedback is sought and addressed
• quality and range of services offered e.g. payment solutions
• clarity of communications
• getting things right first time
• overall customer service and satisfaction

The Lowell GFKL Group is one of the largest credit management companies in Europe. It was created in October 2015 following the merger of German and UK market leaders GFKL and Lowell Group. It benefits from the backing of global investment company Permira Funds and Ontario Teachers’ Pension Plan (OTPP).

Lowell GFKL Group’s UK operations comprise Lowell Financial, based in Leeds and Fredrickson International, based in Tolworth.

The Group’s experience, expertise and core strengths in data analytics, operational efficiency and customer service underpin its vision to be the most reputable and trusted partner in the European credit management sector.

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