CSA recognised for ‘outstanding’ levels of customer service by the IIC
20 August 2018
The Credit Services Association, the voice of the UK debt collection and debt purchase sectors, has registered ‘outstanding’ customer service levels in its first ever assessment under the independent Investor in Customers (IIC) assessment process.
In being granted a Silver Award, the CSA had to demonstrate a strong desire to meet its members’ needs. It was especially strong in the sub category of ‘delighting’ its members, and ‘engendering loyalty’ where it was recognised for building quality relationships and attained a Gold standard in both of these sub categories.
Comments from members included: “Good service, clear user-friendly information, great people”;
- “The CSA provides excellent advice and resources. We are kept up to date with any industry changes or new requirements”;
- “The CSA is a valuable service that champions on our behalf at times when we may not have a voice”; and
- “I would have no hesitation in recommending the Association to others, and have already done so on a few occasions.”
IIC is an independent assessment organisation that conducts rigorous benchmarking exercises. These exercises determine the quality of customer service and relationships across a number of dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty. IIC also compares and contrasts the views of staff and senior management to identify how embedded the customer is within the company’s thinking
Peter Wallwork, Chief Executive of the CSA is delighted with the Award: “As a trade association we thrive on supporting our members with a best-in-class service and representation at the highest levels of government. To be recognised by the IIC for the way in which we deliver our service is a great accolade and a tremendous reflection on the hard work, dedication and commitment of the head office team.”
Sandy Bryson, Director at IIC commented: “I am delighted Investor in Customers has accredited the Credit Services Association with a silver award in the first assessment of its customer experience. The CSA members and its staff both recognised that the CSA is providing an outstanding level of customer experience to its members across all four of the principles used in IIC’s assessment methodology. This is a great achievement. As with most companies we assess, the results showed some areas for improvement, which has been acknowledged and, in conjunction with IIC, has planned to address in order to aim for gold accreditation next time around.”
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