Continuing high customer satisfaction on individual statement services
We know that some members find it helpful to have information relating to our individual statement services, especially if they are advising people about applying for statements.
The latest data, which forms part of our managed customer satisfaction programme, shows that in the final quarter of 2023, 94% of our individual applicants were ‘satisfied’ or ‘very satisfied’ with the level of evaluation or assessment they received.
Our overall NetPromoter score consistently averaged 74, which is considered ‘world-class service’. Reflecting on sector benchmarks, it is notable that other organisations within Professional Services scored 51 on average, while those in Education scored 50, so our satisfaction ratings far exceeded those of others operating in sectors in which we work.
‘These figures are very positive, but we are actively guarding against complacency,’ said Andy Barnfield, UK ENIC Head of Individual Services. ‘We continue to work hard to maintain and improve the service we provide to individual applicants and to our members.
‘For example, we recently improved guidance and clarity of information on our website and FAQs, and have enabled additional chat functionality directly from applicants’ accounts. This allows applicants to quickly access our customer service team to ask any questions they have, minimising the number of times they need to contact us to resolve any issues.
‘We also work proactively with organisations which signpost applicants to us, so they always have up-to-date information and clarity about the range of services we offer,’ Andy added.