Simplyhealth wins customer commitment award

For the third year in a row Simplyhealth was announced as the 2014 winner of the SITEL Customer Commitment Award at the UK Customer Satisfaction Awards held at the Lancaster London Hotel last night (25 February 2014).

More than 600 business leaders attended the annual UK Customer Satisfaction Awards organised by the Institute of Customer Service. The Awards recognise and reward organisations who are delivering excellent and innovative service to meet their customers’ needs and enable them to thrive.  

Simplyhealth secured the SITEL Customer Commitment Award through the adoption of a people strategy which encompasses multiple channels, measures and satisfaction standards.

The Awards have become an integral part of the business calendar. It is important to showcase and celebrate those who have shown that their organisation is committed to their customers at the very highest level. There is a growing awareness that customer service is integral, not just to the performance of individual organisations, but to the UK economy as a whole. Simplyhealth are differentiating through commitment to their customers, through multiple channels, placing customers at the heart of their business strategy and securing a bright future for their employees by doing so.
Jo Causon, Chief Executive, Institute of Customer Service
Jamie Wilson, Customer Director at Simplyhealth
We are delighted to win the Customer Commitment award for the third consecutive year. This is a fantastic accolade and one that really demonstrates that our customers are at the heart of everything we do. Healthcare is about being there for the individual, we don’t treat our customers as policy numbers and all of our customer advisors are based in the UK. We avoid automated telephone systems, so customers always get through to a friendly person who is willing to help. Private medical insurance customers, who have complex claims, are assigned a personal contact to guide them throughout their claim and treatment. It is delivering this kind of personal customer service that demonstrates how ‘we can be bothered’.
Jamie Wilson, Customer Director at Simplyhealth

A full list of the finalists in all categories can be found at www.ukcustomersatisfactionawards.co.uk. Simplyhealth offers health cash plans, dental plans and private medical insurance to individuals, families and companies. To find out more about Simplyhealth’s products please visit www.simplyhealth.co.uk

About the UK Customer Satisfaction Awards:

Entry to the UK Customer Satisfaction Awards is free and there are eleven award categories. Award submissions are scored against pre-set criteria by a panel of industry experts. Two UKCSI Awards are presented to organisations who perform well in the Institute’s UK Customer Satisfaction Index. 

The UK Customer Satisfaction Index (UKCSI) is the national measure of customer satisfaction, published by the Institute of Customer Service. The Institute launched the UKCSI in 2007 and publishes it every 6 months.  

The UKCSI is based on 40,000 consumer responses, across 13 business sectors (Automotive; Finance (banks and building societies); Finance (insurance); Leisure; Public sector (local); Public sector (national); Retail (food); Retail (non-food); Services; Telecommunications; Tourism; Transport; Utilities.  

UKCSI responses are gathered from a geographically and demographically representative sample of UK adults. Data is collected from approximately 160 private sector organisations with a market share sizeable enough to register in the survey, as well as key organisations in local and national public sectors.  

Customers are asked to rate organisations on key attributes of customer service including professionalism, quality & efficiency, ease of doing business, problem-solving, timeliness, and the way complaints are handled.

Awards finalists are assessed by an independent group of judges selected for their business knowledge and acumen.  

The six highest scoring entrants in each award category are invited along to the awards evening. 

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