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Our commitment to first class customer service
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We are very proud of our reputation for delivering a great service to our clients and customers. We always aim to be better tomorrow than we were yesterday and have big plans to further enhance customer experience this year.
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We have appointed Lucy Collett as Head of Customer Experience, bringing together the management of insurer, broker and customer experience. Lucy has a strong background in customer experience and client relationship management alongside a background claims management and learning and development, and will enable us to continuously develop our skills and service alongside learning from the actual experiences of our customers and clients. Commenting on her new position, Lucy adds ‘It’s a really exciting time to be working at QuestGates, and I’m delighted to be given the opportunity to enhance the great experience that we deliver and share the positive things we are doing with our customers and clients.”
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We have a number of initiatives already running, including our customer satisfaction surveys and NPS, the continuation and development of our relationship with Investor in Customers where we achieved a fantastic NPS of +78 in 2021, and our Broker Charter. We have always focused strongly on the importance of clear communication with all stakeholders in the claim process. Alongside development of our systems in 2022 to facilitate a wider range of choice for customers in terms of how they communicate with us, we are also introducing new Customer Experience Skills training to ensure that the time we spend communicating with key stakeholders enhances their experience as much as we possibly can. 2022 will also see us include focus on Customer Effort, helping us to understand how easy customers find us to deal with at one of the most critical times in their lives.
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Keep a look out for developments throughout 2022 – and thank you to all of our clients and customers for your continued support and feedback
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