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Newbury Building Society took home the Customer Commitment Award at this year’s prestigious UK Customer Satisfaction Awards.
Hosted by The Institute of Customer Service, the awards recognised organisations and individuals that implemented successful strategies for customer service and demonstrated a commitment to upholding high levels of customer service standards.
The Customer Commitment Award acknowledged that the Society is an organisation which differentiates itself through a well-communicated customer commitment strategy. The judging panel, comprised of industry experts, business leaders and academics, reviewed evidence of the execution of a customer-orientated culture showing a consistent commitment to customer service excellence.
A hotly contested category, the Society faced stiff competition from several household names which included Green Flag, HomeServe UK, Pension Insurance Corporation, Better2Know health testing service and Landmark.
Jo Causon, CEO of The Institute of Customer service commented: “We had a bumper year of award entries in terms of both quantity and quality. This award is testament to Newbury Building Society’s commitment to – and investment in – serving their customers.
“And while there always room for improvement - even amongst those who lead the pack – the standard of all this years’ winners suggests that we are well placed to work together in our drive to Inspire a Service Nation, and that’s something really worth celebrating.”
Melanie Mildenhall, Head of Customer Service at Newbury Building Society said: “We are absolutely delighted to be recognised at this year’s UK Customer Satisfaction Awards. It’s a fantastic endorsement of our continued dedication to first-class customer service. Customer service excellence sits at the heart of the Society’s values and every decision we make it taken with customers’ interests in mind. Achieving the Customer Commitment award does not mean we will stop our mission to improve customer service. We have a challenging programme of activities to complete over the next five years and will continue to challenge ourselves to keep customers not only satisfied but create true advocates of Newbury Building Society.”
The ceremony took place in March 2020.
