Bollington is pleased to announce it has engaged the services of Feefo, the global reviews and customer insights company, to deliver independent ratings and reviews of its service.
Bollington is inviting its clients to share their opinions on the service it has provided, using Feefo to collect and display the genuine and verified reviews and ratings.
The feedback will be used to provide a credible rating of Bollington’s service offering and enable Bollington to better understand its customer base, ultimately boosting trust with those searching for an insurance provider and helping to further improve the customer experience.
The latest initiative supplements the annual independent reviews of the business carried out by Investor in Customers, who have rated Bollington's service as 'Outstanding' in their previous two assessments. These reviews take into account feedback from senior management and staff as well as clients of the North-West based insurance broker.
Rachel Aston, Marketing and Communications Director at Bollington, said: "We feel it is very important to offer our clients the highest levels of service possible. Our clients need to feel confident that they can leave appropriate feedback on the service they have received. For this to happen, we need a trusted, independent company to verify the authenticity of our reviews, which is why we have chosen to partner with Feefo.
"Partnering with Feefo is part of a long-term commitment to deliver a consistently high quality service. Where issues arise, using Feefo will help us to address them. Likewise, our staff will benefit from receiving positive feedback when they have delivered excellent service."
To maintain high levels of service, Bollington has on-going staff training and development programmes - working alongside the Chartered Insurance Institute (CII) and other training providers - and is accredited with Investors in People status, reflecting its commitment to ensuring that staff engagement is high and staff turnover is low. There are also in-house claims and risk management teams in place to support clients where needed.
The relationship with Feefo will generate further insight into the individual business areas at Bollington, providing separate ratings for each area as more reviews are collected. It will also allow the broker to benchmark against other companies in its sector.