Late in 2013 Cardinus won its first Investor in Customers (IIC) award with a 2 star rating of ‘outstanding’.
Why the ICC process?
Marcus Noble, Customer Service Director said, when asked why they went through the IIC process:
“We wanted to understand what our customers really think. For example, do we do enough to listen to them? How well do we look after them? Do we deal with their needs proactively or reactively? Are the products and solutions good value for money?”
Andy Hawkes, CEO of Cardinus Risk Management, said,
“Obviously, we are absolutely thrilled to get independent recognition from a respected awarding body. But I can’t say it came as a huge surprise – every year since 2006 Cardinus has conducted its own rigorous customer satisfaction survey and the results of that are benchmarked against the UK and US national averages. Every year we beat those averages and our results have improved year-on-year.”
He added further: “It’s excellent to know that the IIC has validated our own survey and bestowed on us this prestigious award. We are very pleased.”
Cardinus has been developing effective health and safety training programmes since 1995. Its customers include many of the world’s leading organisations, central government departments and unions.
The previously acquired ‘outstanding’ award entitled Cardinus to use the IIC logo on all its sales and marketing activity.
Jon Abbott, managing director – ergonomics and safety at Cardinus Risk Management, mentioned;
This is great news. We are very happy to receive the outstanding rating. Our existing customers have shown their support for us and rated our customer experience very highly. We are proud to add this logo to those of the partners who allow us to use their brands because they trust us to represent them properly. This will reassure potential customers; to know that they can put their trust in the only risk management company in the UK to hold the Investor in Customers – Outstanding award.”
Following on from Cardinus earning the ‘outstanding’ award – the Risk Management has now been awarded the Investor in Customers rating of ‘exceptional’.
Areas of praise:
1) ‘Listens to what the customer requires’
2) ‘Communicates clearly & values its customers’
3) ‘Always contactable & responsive’
4) ‘Reacts to client needs’
5) ‘Never loses sight of its core products’
Investor in Customers is focused on helping organisations to improve customer satisfaction levels and the customer experience they deliver. IIC carries out independent assessments of organisations to establish the strength of their customer relationships. Successful companies are presented with a unique award for customer service excellence at three levels and can use the IIC logo on all business communications, as a mark of distinction.
Marcus Noble, Customer Services Director at Cardinus, said,
“I’m absolutely delighted that Cardinus has been awarded the IIC exceptional 3 star rating. We were pleased with our 2 star outstanding rating, but to achieve the highest rating just over a year later is fantastic.”
Since the last Cardinus assessment, the whole set-up at the company has been restructured. Where previously there were different sales teams for each product, these have now been merged giving customers one account manager. Internally the CRM system has been updated to track every stage of a project and set up an alert system so that queries are flagged and not forgotten. All staff can access this to ensure that the customer can be informed of latest developments at any time. There are many other improvements which have been and are continuing to be made behind the scenes which are obviously working well as their clients can and have testified.
Here at Cardinus, we are risk management specialists & health and safety consultants offering a complete range of online and on-site services. Call the Cardinus Consultancy team on 020 7469 0200 or email [email protected] to discuss how we can help.