Excellent scores recorded in Institute of Customer Service benchmarking survey

News

5 Mar 2019

Newbury Building Society has scored an impressive Customer Satisfaction Index score of 90.8 – 13% higher than the UK banks and building societies average – following its December 2018 Customer Service benchmarking survey.

Conducted by the Institute of Customer Service (ICS), an independent professional membership body dedicated to customer service, the Society also celebrated a Net Promoter Score (which measures how likely a customer is to recommend an organisation) of 67 – a massive 227% higher than the UK banks and building societies average score of 20.5.

Other results included:

  • 91.3% of those surveyed said the Society got it ‘right the first time’
  • 97.7% of those surveyed have never found a reason to complain
  • 9 out of 10 of those surveyed intend to remain a customer
  • 9 out of 10 of those surveyed intend to recommend Newbury Building Society to others

The Society was consistently described as efficient, friendly, helpful, trustworthy and professional by members who rated their most recent interaction; whether that be in branch, in writing, on the phone or via email.

Newbury Building Society has once again established itself as one of the best performing customer service providers in the UK. We are delighted with the results and would like to thank our members who took the time to submit feedback. Excellent customer service is of the utmost importance to us, and every decision we make is taken with our members’ interests in mind. Our pride in being a mutual organisation run for and on behalf of its members will continue to drive a high level of service, whilst developing the areas in which we could do more. These latest results mean we can now apply for the Institute of Customer Service’s coveted ServiceMark accreditation.
Melanie Mildenhall Director of Customer Service

The results exceeded all levels achieved in the 2017 survey; which were already at a high standard.

1158 Newbury Building Society customers participated in the survey.

Melanie continued: “The surveys will be taken every 2-3 years; however, in the interim we welcome member feedback through the independent review service, Smart Money People or by completing a feedback form in branch. We really do listen.”

If you have any further thoughts about our people, service or products we welcome your feedback through the independent review service, 'Smart Money People', or by submitting a paper copy in branch.