3 November 2017: Leading specialist loss adjuster QuestGates is proud to announce that it continues to be recognised for its exceptional customer service by leading customer experience agency, Investor in Customers (IIC).
The new IIC Gold Award, which replaces the previous 3-star accolade, is awarded to organisations that demonstrate excellence in four key areas: understanding clients, meeting their needs, delighting them and creating loyalty.
IIC Managing Director Tony Barritt said: “The team at QuestGates has been working with IIC for a number of years now. In that time, they have consistently demonstrated their commitment to putting the customer at the heart of their organisation and continually look at ways to enhance their customers’ experience.”
QuestGates Director, Greg Laker, commented: “We use the feedback from the IIC surveys and our customers to identify how we can further improve the service we provide. This has resulted in the introduction of a number of initiatives including our concierge service and customer claims portal. These have been a real success and have undoubtedly contributed to improved customer service and low complaint levels. This is borne out by the significant increase in our Net Promoter Score since our last survey. We are now constantly achieving over 70% across all areas of the business.”
He concludes: “Our continued success is down to the hard work of all our staff who are committed to delivering a market leading service. It’s the foundation of our business and the reason why we continue to thrive in a challenging marketplace.”