Royal London awarded Gold for Customer Experience three years in a row

11 January 2019


ICMIF member Royal London (UK) has this week received the highest possible “Gold” accreditation for outstanding customer experience in the Investor in Customers (IIC) Awards. This is the third year in a row that Royal London has been awarded Gold accreditation.

According to Investor in Customers, Royal London has continually exceeded expectations in delivering great customer experience, with customers’ interest remaining at the heart of the business. The assessment also recognised that trust is a cornerstone of Royal London’s culture and that it goes hand in hand with their mutuality.

In-depth interviews within Royal London across a number of customer and non-customer facing departments and roles were carried out by the Investor in Customers organisation as part of the assessment.  A strong link was found between Royal London viewing its customers as stakeholders and the business improving its processes to increase customer value.

Investor in Customers is an independent customer experience agency which has worked with businesses for more than 10 years, assessing them, awarding annual accreditations and helping them to improve customer service skills. The organisation says it takes survey feedback from clients, but also from employees and an organisation’s management team, to reveal the truth behind the customer experience delivery.

Commenting on the Award, Phil Loney, CEO of Royal London said:

“We are incredibly proud of the culture we have at Royal London, and this accolade from IIC is a fantastic recognition of the trust and loyalty of colleagues and customers alike. Teams across the business have worked hard to ensure that customers get a high standard of service from us and this IIC Gold Award is a testament to their efforts”

Tony Barritt, Managing Director of IIC commented:

“Royal London have once again scored exceptionally highly across all the IIC core principles and themes and perform consistently across all areas of their business. They continually demonstrate the benefits that can be achieved through focusing on the needs of customers and ensuring that employees at all levels are engaged and motivated to putting customers first. Investor in Customers work with a number of leading names in the financial services industry and are delighted to recognise Royal London as a deserving winner of our top accolade.” 

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