Lowell Group, a leading provider of credit management services specialising in debt recovery, data analytics and customer insight, has been awarded a three star rating for ‘exceptional’ customer service – the highest rating awarded – from Investor in Customers (IIC).
IIC, a customer experience consultancy, surveys customers, staff and senior management to assess how well a business understands its customer needs and how well it delivers services that meet those needs. In total, IIC analysed responses from over 1,800 Lowell customers and 500 staff.
Two years ago, Lowell was awarded a two star rating for ‘outstanding’ customer service, becoming the first company in its sector to achieve an IIC award.
Sarah Sargent, Director of Operational Delivery at Lowell Group said:
“Our relationship with Investor in Customers has been driven by our strong commitment to ensuring we make our customers’ experience as positive as we possibly can. We were delighted to receive a two star rating last year and we found the positive feedback invaluable in helping us to set in place clear action plans to develop and further improve our customer proposition.
“Being awarded a three star rating this time is a great achievement, a real testament to our customer-centric approach and our commitment, drive and passion to make sure the customer gets the best possible service. This award is well deserved recognition for our customer-facing team members as well as everyone at Lowell as we all play a part in shaping the customer journey.”
Commenting on Lowell Group’s ‘exceptional’ rating, Tony Barritt, IIC’s Customer Experience director, said:
“This is a superb result, which is just reward for Lowell’s ongoing commitment to enhancing the customer experience.
“Lowell’s customer culture was evident from our first meeting with them over a year ago. This is despite the fact that customer accounts are sold to Lowell by creditors as opposed to individuals choosing to be customers of Lowell. What the results show us is that once people become customers of Lowell they show a preference that should they have future debts they are passed to Lowell to handle over and above their competitors – which is really the highest praise Lowell could hope to achieve.
“Along with some excellent customer feedback Lowell has again received some very tangible and actionable suggestions for improvement, and we look forward to continuing to analyse our findings and develop action planning alongside Lowell.”
Customer comments included:
“I was ashamed of my debt, but when talking to Lowell they put me at ease and I felt I was not being judged, not like past companies” – anon
“Lowell have always been the best creditor I have dealt with since I’ve been having financial difficulties. They have been the only one who make me feel at ease and not [like I have] failed” – anon
“Lowell take the stress out of it all by making correspondence clear and straightforward. I’m confident that they will be helpful in the future and will support [me] during my financial issues” – Alexander
“I would recommend Lowell as they have really helped me with my debt situation as I am not working and they accept and understand that. They are easy to talk to as being in debt can be embarrassing but they don’t judge. They are genuinely there to help and they put my mind at ease. Everybody I have spoken to at Lowell has been friendly and helpful and has outstanding customer service qualities. Other companies can be threatening and intimidating but Lowell are fantastic and seem to really care about their customers” – Michelle
“The company are extremely friendly, the staff take time to listen to your situation before asking about payment plans, they make sure you are able to afford the repayments before setting anything up” – Rebecca