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We are thrilled to announce that Pennington Choices has achieved the prestigious Gold award from Investor in Customers (IIC) for our exceptional commitment to customer service.
Having worked with over 800 public and private sector organisations, we were keen to seek external validation of our customer and employee experience. We appointed IIC, an independent customer experience agency, to undertake this assessment on our behalf. The results have exceeded our expectations, placing Pennington Choices with an outstanding gold award.
IIC evaluated Pennington Choices based on four key principles:
For each principle Pennington Choices is proud to achieve a consistent gold standard:
This results in a combined score of 8.21, surpassing the average IIC score of 7.65.
Mark Seaborn, Group Director, expressed his enthusiasm, stating,
"This gold award is a testament to our dedication to provide an exceptional customer experience, as well as motivating us to continually raise the bar."
Our customers' voices played a pivotal role in this assessment, and their feedback speaks volumes:
"Staff are great and friendly and very helpful with any queries. Team are very knowledgeable and willing to help."
"I have worked with Pennington Choices for 6 years now. They are extremely helpful and engaging. They have adhered to my needs and requests for certain processes and information and always try their best to provide the best service possible even when in such difficult times as the pandemic recently. Their reports are simple to read and understand and precise."
"They provide a good service, and I would be happy to recommend them. Based on previous experience with other providers, their service is very good."
"Services have been tailored to meet that of the business and the customers. Any scopes amended to reflect our requirements and how information is shared has also been adapted. Company is clear, transparent and honest."
As part of the assessment Pennington Choices’ employees undertook a survey to express their views on the company:
"One of the best places I have worked, and the management understands the problems and help accordingly."
"I have been made to feel welcome, supported and valued since I started."
"Pennington Choices have a great relationship with the employees to the point that it feels very much like a family."
"Good values, treats employees well, understand the value of work-life balance, flexible with hybrid working."
Customer satisfaction was echoed through themes such as treating customers fairly, building quality relationships, and encouraging repeat business. The Net Promoter Score (NPS) of +55% further underscores our commitment, with a remarkable 92% of our customers as promoters or passives.
Tony Barritt, Director of IIC, commended Pennington Choices, saying,
"Only a few Investor in Customers clients achieve our Gold standard on their first assessment. Pennington Choices has not only demonstrated existing excellence but also a commitment to continuous improvement, setting a benchmark for customer experience."
Greg Davies, Pennington Choices’ Managing Director, shared his thoughts, stating,
"Winning the Investor in Customers Gold Award 2024 is a testament to the hard work of our dedicated employees. It's not just a recognition; it's a milestone on our journey of continuous improvement. We are utilising feedback to refine and enhance the quality of service for our clients, reflecting our commitment to making our clients' lives easier."
Pennington Choices remain committed to monitoring customer satisfaction, incorporating feedback into our ongoing efforts to further enhance the customer experience we provide.