Newbury Building Society wins award from the Institute of Customer Service

Newbury Building Society has become the first building society or bank to be awarded a specific industry accolade that recognises excellent customer service.

The building society has achieved a ServiceMark with distinction accreditation from the Institute of Customer Service, joining an exclusive group of organisations from all business sectors across the UK.

The ServiceMark distinction accreditation is the result of a rigorous, independent assessment that comprises of a review of the Society’s customer service strategy, plans and initiatives, and face to face interviews with employees across all levels and areas of the business.

Prior to the assessment, the Institute undertook surveys of both customers and employees, which required a minimum overall satisfaction score of 85 per cent.

Head of customer service at Newbury Building Society Melanie Mildenhall said: “We are absolutely thrilled to have been awarded the highest level ServiceMark accreditation from such a respected organisation that aspires for all firms in the UK to put customers at the centre of their culture.

“It is testament to our employees, who take immense pride in the strong values and social purpose we have as an organisation and consistently put our customers first.”

CEO of the Institute of Customer Service Jo Causon said: “By achieving ServiceMark with Distinction, Newbury Building Society has demonstrated a strong commitment to service and a determination to continue enhancing their customers’ experience.

“The internal and external view that ServiceMark accreditation provides will help Newbury get a clear picture of what its customers want and how they want it.

“I am delighted they have had such positive feedback highlighted through their assessment, and that they have achieved their accreditation at distinction level.”