23rd Sep 2015
This award recognises any organisation with a turnover in excess of £10m that has placed the customer at the centre of its operations and strategies. Enterants needed to display a well communicated customer strategy and evidence of employee engagement in executing the strategy. Evidence was required of the extent to which the customer shaped the business and how this had improved overall results.Skipton Building Society won the award for the way that it implemented a comprehensive review of customer service after the financial crisis of 2008.
The Institute acknowledged the ‘No Pressure Promise’ initiative as ground-breaking for the financial sector, and the high levels of customer focus across every customer touchpoint.