In partnership with the Financial Services National College (FSNC).
Newbury Building Society continues to impress its members with impeccable customer service, as the Society celebrates a Customer Satisfaction Index of 89.1 - 11% higher than the banks and building society average. Following an independent customer service survey, the score has placed 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 – launched to coincide with National Customer Service Week (2 – 6 October 2017) - benchmarked Newbury Building Society’s customer service performance against similar organisations within the financial sector and UK national scores.
The survey went on to further reveal that the Society recorded an impressive Net Promoter Score of 65%, which is over three times higher than the UK average, and indicated how many customers would recommend the Society to their friends and family.
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.
If you didn’t participate in the survey, you can still share your feedback with us. From our products, staff or the service you have received, we welcome your thoughts. Simply fill out the online form and click send.