Westfield Health rated ‘outstanding’ for customer service

Westfield Health’s customer service has been assessed as ‘outstanding’ in an independent review.

We achieved the two star rating after Investor in Customers carried out a survey, which was completed by more than 1,600 customers and over 100 members of staff.

The survey focuses on helping organisations improve customer satisfaction levels and the customer experience they deliver. The aim was to find out we understands our customers’ needs, and whether we meet those needs, delight our customers and create loyalty.

Julie Gill, our Executive Director - Operations, said: “We’re delighted to have achieved an outstanding rating from Investor in Customers. Building strong relationships with our customers is vital to maintaining a healthy and successful business, and our policyholders and employees shape who we are and what we deliver.

“The results have identified our strengths, areas for improvement and benchmarked us against other organisations, which is invaluable in our ongoing commitment to providing innovative, high quality products and an unrivalled customer experience.”

Tony Barritt, Head of Customer Experience at Investor in Customers, said: “In today’s competitive environment, satisfying customers is no longer good enough. You have to delight them – not just once but every time.

“Westfield Health’s results prove that they fully recognise the need to delight their customers, and that staff throughout the business understand not only the need to deliver an exceptional customer experience but also how to actually do it.”

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