Customers satisfied with building society
A BERKSHIRE-based building society is celebrating after discovering its customer satisifaction score is higher than some of its competitors.
The Newbury Building Society, which has a branch in Wokingham’s Denmark Street, obtained a score of 89.1 in the Customer Satisfaction Index of 89.1.
The score, which is 11% higher than the banks and building society average, was ascertained following an independent customer service survey and it places the Society amongst the best performing organisations across all UK sectors surveyed in 2017.
The survey was undertaken by the Institute of Customer Service, an independent professional membership body dedicated to customer service, earlier in the spring. The final report was launched to coincide with National Customer Service Week, which runs until tomorrow. It benchmarked Newbury Building Society’s customer service performance against similar organisations within the financial sector and UK national scores.
The survey also revealed that the Society would be recommended to friends and family by almost two in three of its customers: Its Net Promoter Score was 65%, more than three times higher than the UK average.
Areas that ranked the highest scores included: handling of enquiries, the Society’s open and transparent nature, and employee helpfulness – in person and over the phone.
Roland Gardner, Chief Executive of Newbury Building Society said: “We are extremely pleased with the results of our first Business Benchmarking survey, which demonstrates our commitment to providing excellent service and putting our members at the centre of all we do.
“It will continue to be the driver behind maintaining the high level of service we provide, whilst developing the areas in which we could do more.”
The Institute of Customer Service contacted 550 Newbury Building Society customers directly to invite them to participate in the survey.
To read the full report visit www.newbury. co.uk/about-us/survey/