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N&Pleased to focus on customer care
Norwich and Peterborough Building Society (N&P) is proud to once again be a sponsor in The Evening Telegraph Business Awards 2009.
Norwich and Peterborough Building Society (N&P) is proud to once again be a sponsor in The Evening Telegraph Business Awards 2009.Since the awards began, N&P has sponsored the Customer Care Award. This year, however, the society wants to acknowledge the fact that in the current economic climate, excellent customer care has never been more important to businesses, both large and small.
At a time when customers are being more careful about their spending, and more selective about the companies they spend with, firms need to be working extra hard to ensure they are on top of their service to customers.
This is why N&P has, with the agreement of the Business Awards' organisers and judging panel, introduced the Customer Care Plus award for 2009.
One of N&P's own ambitions is to make a real difference to its customers' lives. Judges for the Customer Care Plus Award will this year be looking for businesses with a similar customer-focused ethos which underlines everything they do. It is not simply about achieving customer satisfaction – it's about ensuring that everything a company does has its customers at its heart.
N&P collects feedback from 15,000 randomly-selected customers every quarter to continually review and improve customer service processes. In addition, the society has set up a customer panel, which members are invited to join to act as advisers and sounding boards.
This gives N&P an important insight into what customers want as it develops new products and services.
N&P's chief executive, Matthew Bullock, regularly holds members' meetings across the society's operating area to give customers the chance to talk to him directly about what they want from their building society. And, as members of the mutual organisation, customers can also attend the society's annual meeting to exercise their right to vote on the way the society is run.
In the past year, N&P has taken a closer look at its branches and how well they serve their customers. The society's flagship branch in Cathedral Square, Peterborough, was refurbished to provide more private areas for customers to discuss money matters, as well as a seating area with tea and coffee facilities.
Along with many other branches in the N&P network, it was redesigned with wheelchairs and pushchairs in mind.
Other branches in the city have also been improved to ensure that customers can use their branch effectively.
And this year, N&P has introduced a new process which will help its customers be on top of money. Customers can drop in to their branch for a free Money Review, which aims to ensure they are getting the best deals to meet their individual financial needs.
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