To support its commitment to the delivery of customer service excellence, last year the Huddersfield-headquartered integrated communications provider became a member of The Institute of Customer Service (The ICS), the independent, professional membership body for customer service in the UK, enabling members to improve their customers’ experience and their own business performance.
In conjunction with ICS, Adare SEC recently launched its first client satisfaction survey, which benchmarks its performance against the data collected by the UKCSI conducted by The ICS.
A barometer of the state of customer satisfaction in the UK, the UKCSI is the UK’s largest cross-sector customer benchmarking study. Each year, it polls more than 10,000 customers in 13 sectors and generates around 45,000 responses.
Five key areas relating to customer service are measured by the UKCSI: experience, complaint handling, customer ethos, emotional connection and ethics.
For the survey, Adare SEC benchmarked itself against both the UKCSI all-sector average and the average of the banks and building societies sector.
Out of a possible 100, the business scored a Customer Satisfaction Index score of 82.4 in the overall survey, which was higher than both the all-sector average of 77.1 and the banks and building societies sector, which scored 79.7 in the July 2019 UKCSI.
Adare SEC customer service director Amanda Taylor said: “To receive such great results from our first client satisfaction survey is testament to the high standards of customer service we give our clients.
“Our aim is to offer clients a stress and hassle-free process when it comes to their integrated customer communications and the findings of the survey highlight the quality of our customer service.
“Although our results from the business benchmarking survey are very positive, we aren’t resting on our laurels when it comes to our customer service. We’re committed to developing, improving and evolving the customer service we offer our clients to ensure they get the best service and experience possible.”
Adare SEC has a turnover of £69.7m and employs 440 people across its facilities in Huddersfield, Redditch and Nottingham.
The company produces and sends around 750 million critical customer communications every year, in both physical and digital formats and its clients include Santander, Allianz, Aon and RSPB.