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Commercial Credit News
|1st Credit achieves top customer rating hat trick|
|Monday, 13 June 2016|
Investor in Customers (IIC), the independent customer experience consultancy, has awarded debt purchase business 1st Credit a three star rating for ‘exceptional’ customer service for the third consecutive year.
The three star award is the top rating awarded by IIC. 1st Credit exceeded its previous scores, achieving a net promoter score of +44%.
IIC’s ratings are based on a survey of 1st Credit’s customers, team members and management to assess how well the business understands its customer needs and delivers services to meet them.
Customers said 1st Credit is “dedicated to arriving at the best solution for all”. “They made sure I could afford to pay my debt without leaving me short of money. They did a full income and outgoings list with me to make sure I had not missed anything that should be paid,” said one. Another added: “I have been dealing with numerous creditors and 1st Credit have been the easiest to talk to and make arrangements to suit my circumstances.”
Chris Collins, HR and Conduct Risk Director said: “To build upon the results from the last two assessments is very satisfying. The scores are a direct reflection of the culture embedded within 1st Credit where employees go to great lengths to find the right solution based on the customer’s circumstances.”
Chief Executive Eddie Nott added: “I am delighted that the service we provide has such a profound impact on our customers. We continue to strive for innovative ways to improve our customer-centric approach and in July will launch real-time customer satisfaction surveys at an individual representative level. This will enable us to identify further ways to improve the customer experience.”
Commenting on 1st Credit’s ‘exceptional’ rating, Tony Barritt, Managing Director of Investor in Customers, said: “In a highly competitive and sensitive industry such as credit management, delivering an exceptional customer experience becomes even more important. 1st Credit have once again proved their commitment to the customer across all levels of the business.”
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