ServiceMark, granted for the next three years, is the ICS’s most meticulous and thorough accreditation and means that Ageas now joins some of the most highly respected organisations in the UK providing commitment to world-class customer service.
Both household insurance customers and employees were surveyed by the ICS, the results of which recognise Ageas as providing ‘world-class’ customer service. This was followed by a rigorous three-day assessment, conducted by an independent assessor and involved 43 employee interviews and systematic analysis of written documentation and processes. The assessment team looked at eleven company characteristics including commitment, capability, consistency and professionalism as well as how easy it is to deal with Ageas.
Commenting on the accreditations, Andy Watson, CEO Ageas UK said:
“We’re delighted to receive this accreditation and it signifies the tremendous focus our employees have placed on providing a world-class service to our customers. I’m particularly proud that the ICS specifically recognised that we are continually developing our products and services for our customers and have a trusting and supporting ethos engendered in our business. They identified our commitment to developing our people for the future.”
Jo Causon, chief executive of the Institute of Customer Service, added:
“ServiceMark is increasingly recognised as the standard for customer service excellence. Over 100 organisations have completed or are working towards ServiceMark. It enables organisations to benchmark themselves against best practice, gain a better insight into their customers’ needs and develop strategies to meet them.”
Melanie Nash, Customer Services Manager, Ageas coordinated the assessment, said:
“All of our people, whether they work with our brokers or partners like Age UK, focus on resolving issues at the first point of contact. In today’s market, excellent customer service can make all the difference to a customer’s perception of your product and business. We’re thrilled with this assessment.”