Bluefin retains Investor in Customers’ 3-star status and improves ‘exceptional’ rating for client service
Bluefin has retained its prestigious 3-star award for ‘exceptional’ customer service from Investor in Customers (IIC).
2016 marked the fifth year the broker has taken part in the annual survey and was the second year in a row the company has reached the 3-star standard.
The broker has seen consistent improvements each year across all the key areas of the survey since 2012: understanding customer needs, meeting customer needs, delighting customers and engendering loyalty.
IIC is an independent assessment of excellence in the field of customer service and customer relationships. With an established methodology, the 3-star ‘exceptional’ award is given to companies that consistently meet the standards laid down in all aspects, to a high level.
Clients praised Bluefin staff for their knowledge of their clients and finding appropriate products, building quality relationships and providing excellent customer experience. Comments included:
“We have been dealing with Bluefin for many years and they have always looked out for our best interests and dealt with our claims effectively.”
“Bluefin is a supportive company with staff that are easy to communicate with.”
“Whilst Bluefin can't always be the best price it will always be the best on customer service.”
“Because I'm very happy with the service and support offered by the team at all times. The knowledge we've gained from Bluefin over the years has lead to us dramatically improving our risk management initiatives and processes.”
Robert Organ, Chief Executive of Bluefin said: “We truly value the in-depth feedback the IIC survey provides us each year, giving an excellent insight to how our clients view our service. I am really proud we have retained our 3-star status and improved our overall rating and would like to thank all our clients for their honest and open feedback. We are always looking at ways to make our business more attuned to the needs of our many clients and to ensure they are always getting the best value and experience from the work that we do. We have seen improvements in our IIC scores each year and this is a testament to how important the survey is in identifying areas for improvements and the efforts of all our employees in making these happen.”
Tony Barritt, Head of Customer Experience at IIC, commented: “Bluefin have really taken on board the feedback they received last year. They have focussed closely on being more proactive and anticipating their clients issues and needs before they are raised. The results speak for themselves with a highly impressive exceptional/three-star rating across all of their business areas.”