Principality Intermediaries Team

3 August 2017

Principality first building society to receive national customer service award

Principality has been recognised for its outstanding customer service to brokers with a national award from Investor in Customers (IIC).

The Society’s intermediary team were praised by their brokers for being ‘efficient, friendly and helpful’ and received two stars from IIC which is categorised as ‘outstanding customer experience’.

The IIC survey of brokers and staff praised the building society’s intermediary team for:

  • Being easy to do business with and low customer effort required 
  • Being competitive, offering rates that stood out in the market 
  • Treating customers fairly and giving good service support 
  • Taking ownership of issues and being proactive in responses
  • Keeping brokers well-informed during application process.

Shaun Middleton, Head of Intermediaries at Principality, said: “It’s a wonderful achievement to be the first building society to receive this IIC accolade for customer service. The team have been committed to finding out of what our brokers want from us and they have made every effort to deliver an outstanding service. The feedback from our broker network is a fabulous endorsement of how we’ve embedded our cultural values into our customer service strategy.

Shaun Middleton and Principality's Outstanding Customer Service Award

“Of course there are always areas where we can improve and we’ll listen attentively to all the feedback brokers and staff have given. We fell just short of receiving all three stars this time, but the team are motivated to make our customers’ experience an even better one, so hopefully we can achieve all three next time.”

Tony Barritt, Managing Director at Investor in Customers, said: “We are delighted Principality has become the first Building Society to win an Investor in Customers award. The results clearly show their commitment to putting the customer at the heart of their business and identifies how they can improve their customer experience even further.”

Published: 03/08/2017

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