27 October 2017

Society receives recognition for excellent customer service

Principality Building Society has received Recommended Provider status by consumer champion Which? for its savings accounts.

The biggest building society in Wales ranked 3rd for customer satisfaction for savings accounts in the survey of online and branch providers.

Customers also scored the society 5 stars for its customer service and four stars for the way it is in regular communication with its customers.

Julie-Ann Haines, Chief Customer Officer at Principality Building Society, said: “We are very proud to be recognised by experts such as Which? for the excellent service we provide to our Members and customers for our savings products. “It would be impossible to achieve such recognition without the fantastic work of all our colleagues who look after the best interests of our Members every day. We have had great feedback from our Members on how they value our excellent personal service. In 2016 we received an outstanding customer recommendation score of 74 per cent from our Members which is market leading.

“The important role we play in our communities must not be underestimated. We have 53 branches and 18 agencies around Wales and the borders, and our colleagues believe in what we are trying to achieve and in what we stand for as a mutual organisation that is owned by our Members.

“Principality exists to help our Members in every stage of their lives, to protect their savings and help them achieve their goals. This belief and the strong connections our branches have with their communities make a huge difference to the overall performance of the society and helps us to stand out as a trusted financial service in a very competitive market.

“We reward the loyalty of our Members through member-only savings products and through our sponsorship of Principality Stadium, where Members can access priority tickets to events and also have the chance to win ticket packages to events.

“We have improved our online service too to complement our great branch network, but we must not be complacent. Principality is ambitious and we want to be considered as one of the best mortgage and savings businesses in the UK. To maintain our excellent customer service we need to reshape the society for our Members. This will involve significant investment in technology, processes, and our colleagues and in developing our branch network to meet the changing demands of our Members. It will be a challenge but we have great teams to help us achieve our aim to provide our Members with great products and the excellent service they are used to. ”

The Recommended Provider endorsement by Which? comes on the back of a successful year of awards for Principality, which include:

  • Principality Commercial – Business Insider Wales Lender of the Year;
  • Nemo – Business Improvement Strategy at the Welsh Contact Centre Awards, for its excellent customer service;
  • Age Cymru Large Business Award 2017 for our contribution to the creation of an age-friendly Wales;
  • FT Adviser Innovation & Online Service 5 Star Award for our Intermediaries and Mortgage teams;
  • Investors in Customers Award for the great service our teams have provided to our broker network.

Published: 27/10/2017

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