Ascent Performance Group, one of the UK’s leading specialist debt recovery law firms, has launched a new mobile customer feedback system to boost levels of feedback and further improve its commitment to the FCA’s requirements for the industry to adopt more customer-centric approaches.
The system has been rolled out across most business areas to demonstrate the firm’s commitment to listen to the ‘voice of the customer’ to ensure the right outcomes are being delivered.
Text messages are sent to customers guiding them to a mobile micro-site which enables them to quickly rate (using a sliding scale) their experience with Ascent. Key questions that will be asked are:
- How well did you feel we listened to you?
- After speaking with us, do you feel the right outcome has been agreed having discussed your situation fully?
- How likely would you be to recommend Ascent to a friend or relative if they were in a similar situation?
Glen Walker, Ascent’s Head of Conduct Risk, said: “This new system gives customers the option to feedback on their experience with us in a quick and simple manner, and also helps us identify processes that we need to enhance based on the feedback we receive. As matters stand, we have an outstanding record in terms of customer satisfaction but we want to improve still further and this tool will help us do that.”
The system supports Ascent’s recent ‘Do The Right Thing!’ customer-centric company culture revamp designed to engage staff on the importance of delivering the right outcomes in customer interaction at all levels.
For those customers Ascent does not have a mobile contact number for, a third-party company will be used to call the customers to obtain this vital feedback. The feedback will also be able to be tracked against each member of staff customers dealt with to help ensure, at all times, a high level of service and call quality is being delivered by staff.
Established in 2009, Ascent has grown on average 50% per annum and has clients including Santander, Lloyds Banking Group, Royal Bank of Scotland and HSBC. Growth has accelerated since adopting an Alternative Business Structure status, with 2013/14 revenues exceeding £10m.