Secure Trust Bank Group (STBG) has been recognised for its excellent customer service practices for the 11th year in a row.
The Customer Service Excellence quality mark aims to bring professional, high-level customer service concepts into common currency by offering a unique improvement tool to help organisations focus on the individual needs and preferences of their customers, putting them at the core of what they do.
To be recognised as achieving the Customer Service Excellence quality mark, organisations are assessed against the requirements of the standard by licensed certification bodies. The Customer Service Excellence standard criteria include: Customer Insight, Culture of the Organisation, Information and Access, Delivery, and Timeliness and Quality of Service.
Donna Stanway, Group Head of Customer Experience, at STBG commented: "We're proud to be recognised for our customer service standards for another year and this is very much aligned to our organisation's purpose to help more consumers and businesses fulfil their ambitions. All of our colleagues are focused on putting customers first, not just those who speak directly to them, so it is a real team effort. I would like to give a special thank you to those colleagues who were involved in the assessment.
"I'm especially pleased that we were moved onto a higher rating this year for two criteria: consulting customers to continually improve our service and advising customers of the results and action taken; and demonstrating that we deliver the service we promised to individual customers and that outcomes are positive for the majority of our customers."
A quote from the official assessment report stated: "STB is the only bank in the UK to achieve the Customer Service Excellence Standard. STB continues to demonstrate year on year improvements to service delivery and sustained high levels of customer satisfaction in a climate of global financial uncertainty. Its customer-centric business model is reviewed and refreshed each year and uses a number of key initiatives."
The Customer Service Excellence Award followed soon after STBG was awarded the Feefo 10 Years of Excellence Award. This award is an independent seal of excellence that celebrates businesses which have shown dedication and consistence in customer service for ten years in a row.