Cus­tomers sat­is­fied with build­ing so­ci­ety

The Wokingham Paper - - BUSINESS -

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/

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