Westfield Health beats Microsoft and George@Asda to best of British for customer satisfaction

Westfield Health has been named best for customer satisfaction in the British Quality Foundation (BQF) Special Achievement Awards 2010 beating Microsoft and George@Asda to the coveted title.

The UK's leading health cash plan provider took the award in the BQF Customer Satisfaction category which champions role model activity in achieving excellent customer satisfaction results, leading to loyal customers.

Westfield Health Executive Director - Operations Julie Gill said: "This is a fantastic 'David beats Goliath' victory. Westfield leads the way in the health insurance industry in terms of product and service innovation, but to beat the might of fellow shortlisted organisations Microsoft and George@Asda is an absolutely outstanding achievement.

"We are committed to going that extra mile at Westfield to offer our customers the best support, advice and a product range to really enhance their lives. So we are thrilled to win this award and particularly against such highly respected opposition."
The BQF judges found that Westfield's customer service results demonstrated excellent performance in key areas particularly around claims processing and payment, with trends demonstrating continuous improvement in these areas.

In their feedback to Westfield the judges observed: "On a daily basis, customer service levels are exceptional - call centre operators are trained to spend the necessary time on each call (average 2.5 minutes), whilst still maintaining the very high response levels. Westfield receives more than 800 calls a day, 85% of which are answered within 20 seconds.

 "The most important aspects the judges are looking for are approaches and activities that are unusual and innovative. They (Westfield) were the first health scheme to introduce balance text messages, and since have been first to market with other technological advances.

"The organisation has built on and enhanced its excellent reputation by ensuring that their strategy addresses the changing needs of their customers, particularly with regard to IT solutions. A Digital Development Group was set up to keep abreast of technological developments and to take advantage of all emerging technologies that could improve the service to their customers, for example the i.phone app, and easy access for web-based claims."

The judges found that as well as this strong focus on digital solutions, the organisation continues to be completely people focussed. One of the traditions remaining at Westfield's offices is a drop-in customer counter where specially trained advisors help customers with claims and tackle any issues.

Westfield invests heavily in looking after employees as a primary stakeholder. Staff are always encouraged to get involved and are empowered and supported in their efforts to improve the day to day running of the business.

The 2010 BQF Achievement Awards were presented at the glittering UK Excellence Award Ceremony at the InterContinental Hotel at Park Lane, London.