"This third-party endorsement is particularly pleasing given the many issues around services experienced currently across the industry."
- Michelle West-Wiggins, Director of Customer Experience at Cirencester Friendly
The Institute of Customer Service’s independent assessment found that employees prioritise the needs of members and advisers above all else. This accreditation is part of a comprehensive strategy to create the right environment within the Society for service to flourish.
In June 2023, Cirencester Friendly was awarded the Investors in People Gold Award, underlining its commitment to creating a supportive and positive working environment. The Society also achieved 89.2 in the Institute of Customer Service Business Benchmark Survey 2023, placing Cirencester Friendly in the upper quartile for B2B businesses.
Further supporting the voice of the customer at board level, Cirencester Friendly appointed Michelle West-Wiggins as Director of Customer Experience earlier this year. Andy Morris, CEO of Cirencester Friendly, said he’s delighted to welcome Michelle to the Executive Team, praising her “extraordinary dedication and enthusiasm […] at a time when numerous surveys pointed to a drop in service standards in our industry, I am proud that our Society is bucking the trend.”
READ MORE: Cirencester Friendly appoint Director of Customer Experience
Michelle has also recently joined the Institute of Customer Service as Vice-President, with the aim of developing the profile of customer service and collaborating to address issues around service.
“We’re delighted that our concerted focus on providing our members and adviser partners with exceptional customer service has been recognised by the Institute of Customer Service. Achieving the ServiceMark with Distinction is a testament to the hard work and dedication of everyone across the Society,” expressed Michelle.
She said: “This third-party endorsement is particularly pleasing given the many issues around services experienced currently across the industry. Our success demonstrates that it is possible to provide an efficient and empathetic service that puts customers first.”
Jo Causon, CEO of The Institute of Customer Service, added “I would like to congratulate the team at Cirencester Friendly for achieving ServiceMark with Distinction. Achieving this accreditation shows a commitment to a customer-centric approach, as well as a desire to consistently improve and better your service offering. I look forward to working with Cirencester Friendly as they continue this journey.”
