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2017 Customer Service Survey

In Spring of 2017, Newbury Building Society undertook its first independent Business Benchmarking survey, supported by the Institute of Customer Service. 

Designed with you – our members – in mind, the survey has informed us as to how we can maintain and improve the service we deliver. This also provided you with the opportunity to tell us, honestly, what you think about the service the Society currently provides. 

To celebrate National Customer Service Week (2 – 6 October 2017), we’re delighted to share the results of the full report with you.

Just to say thank you…

Providing excellent customer service is at the centre of everything we do. We continue to work hard to maintain exceptional service both in-branch and online. We’d like to say thank you to all of our members who took the time to participate in the survey and shared their feedback with us.

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.

Roland Gardner, Chief Executive

The results

The results were astonishing with the Society being awarded a Customer Satisfaction Index of 89.1 – 11% higher than the banks and building society UK average. Not only this, it placed the Society amongst the best performing organisations across all industry sectors ahead of the likes of Amazon and Waitrose.

The survey benchmarked Newbury Building Society’s customer service across 35 different focus areas. These results were then compared against similar organisations within the financial sector and against UK national scores to discover who is performing best.

Out of the metrics surveyed, Newbury Building Society customers rated us highest in four. These were: the Society’s approach towards handling enquiries, our open and transparent nature and employee helpfulness.

65% of our members would also recommend Newbury Building Society to friends and family. 

We’re delighted with the results of this year’s Business Benchmarking survey, and we look forward to running the survey again next year to see how else the Society can flourish. 

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