As part of its ongoing commitment to customer excellence, for the second consecutive time Ageas has achieved the Institute of Customer Service’s (ICS) ServiceMark accreditation.
A nationally recognised standard, ServiceMark independently recognises an organisation’s commitment to customer service and as part of a long-term embedded strategy, its adherence to upholding a high standard.
As one of the UK’s largest personal lines insurers[i], Ageas was awarded this accreditation based on both customer satisfaction and employee engagement.
As part of the evaluation process, the ICS extensively surveyed Ageas’s customers as well as more than 1,100 of its employees. The ServCheck survey is designed to help assess employees’ views on how the organisation’s strategy, culture and processes enable the delivery of world class customer service.
Compared to the UK Customer Satisfaction Index (UKCSI) and when benchmarked against competitors, Ageas placed in the top quartile as one of the highest scoring organisations across the insurance sector as well as all UK sectors.
Customer Operations Director, Caroline King said: “Our strategy is customer-led, and our ambition is to deliver brilliant service where it matters. Whether dealing with our customers directly or not, our people are united and driven by this ambition.”
“I am extremely proud that having undergone such a rigorous process, we have maintained and improved our customer service further to achieve this accreditation again.”
“Our high UKCSI score echoes our commitment to delivering a good experience for our customers, and it is testament to how customers are truly at the heart of everything we do here at Ageas.”
“The insight generated by this accreditation process will not only help us gain a deeper understanding of how we are performing currently with our service offering, it will also allow us to identify areas to elevate the service we provide.”
Jo Causon, CEO of The Institute of Customer Service, commented: “I want to extend my congratulations to the team at Ageas for once again achieving ServiceMark accreditation, demonstrating their commitment to customer service excellence and continuous improvement for the second consecutive time. This achievement shows a consistent, customer-centric focus and we look forward to working with Ageas to continue elevating their service offering.”
Ageas’s attainment of this accreditation reflects the success of its customer-led strategy and its consequent investment into understanding its customers and galvanising its employees.
About the Institute of Customer Service
The Institute of Customer Service is the UK's independent, professional body for customer service. The Institute's purpose is to enable organisations to improve their performance through service excellence.
It is the leading voice championing customer service – enabling members to improve their customer experience and business performance. The Institute is the secretariat for the All-Party Parliamentary Group on Customer Service.
[i] The ABI ranked Ageas as the UK’s 6th largest motor insurer and 7th largest home insurer in 2022 by Gross Written Premium (GWP) published Dec 2023