With a whopping 93 per cent customer satisfaction rate and attracting a record number of new policyholders, Westfield Health is a worthy winner of the Customer Service Award.
The Sheffield firm is one of the country’s leading health insurers, delivering innovative, hard-working health cover and excellent customer service to more than 400,000 policyholders.
The company says “our results speak for themselves” and they certainly do with an impressive Net Promoter Score of 71.07.
A fast but accurate service is the organisation’s mantra and there’s no waiting on hold as phones are answered on average in 14 seconds.
Customers can also claim online and these claims are processed within 24 hours.
The company is dedicated to continuous improvement and customer feedback is monitored by a dedicated Customer Driven Change Forum, which is made up of staff from across the business and practices.
Last year 212 improvements were made to improve customer service.
Staff receive monthly coaching sessions focusing on the quality of calls, service delivered, and product knowledge.
The company’s roots are firmly embedded in Sheffield and after years on Division Street, it is moving onwards and upwards to Milton House on Charter Row after purchasing the premises last year.
There are plans in the pipeline to refurbish the building next year.