The judges highlighted our commitment to customers through everything we do, including our purpose, our values and the way that we're set up to support those who need us most.
We've designed our operating model around the customer by having our Specialist Patient Support Teams are there in addition to the frontline contact centre to provide specialist hand offs for certain conditions. This means we can identify our people's interests and strengths and then put them into a team that will utilise their talents for maximum effect.
Alex Perry, CEO of Bupa Insurance Limited said: “It's an extremely proud moment for our Customer Service team to be awarded the Customer Commitment award by the Institute of Customer Services.
"Winning this accolade is a recognition that the team always works hard to put the customer at the heart of what they do. Whether that be through our dedicated Specialist Patient Support teams, our focus on Training and Competency or our drive to measure and improve performance.
"I’d like to thank everyone for being involved and the hard work they put in everyday."
Jo Causon, CEO of The Institute of Customer Service continues: “Customer satisfaction is increasing, but there is no room for complacency as customer demands continuously evolve. The key to success is for organisations to create a seamless experience for their customers, one which provides continuity in an increasingly disrupted world because by focusing on their overall experience, customers will be more likely to remain loyal and make positive recommendations.
“Those organisations recognised by the Customer Satisfaction Awards have gone above and beyond to achieve outstanding service, and offer a standard for companies and individuals across the UK to aim for over the coming year. I would like to congratulate every one of our winners – and all those who were shortlisted – and commend the excellent experience they are offering to their customers.”
Now in its seventh year, the annual awards ceremony celebrates UK customer service achievements across the public, private and voluntary sectors. Run by The Institute of Customer Service, the awards have been created to showcase those organisations who place the customer experience at the heart of their business strategy and build a sustainable culture of customer service within their organisation.
Organisations from almost every sector were recognised for their achievements at the prestigious awards ceremony. There were notable representatives from every sector in the 127 shortlisted organisations and individuals, including well-known ‘high street’ names and small businesses, demonstrating that good customer service is vital to all organisations.