The Jelf Group, including Jelf Employee Benefits, has been awarded the highest accolade in its 2013 independent assessment by Investor in Customers (IIC). The coveted ‘3 Star’ award recognises exceptional performance in customer service and is reserved for organisations that consistently exceed customer expectations.
Improving its overall score for the fifth consecutive year, Jelf has retained its position as the top-rated broker within the UK in the field of customer service and customer relationships. The results convey the importance Jelf places on putting the client at the centre of its business, through building lasting relationships and working to become their trusted advisers.
The IIC survey is an independent benchmarking exercise that assesses the quality of client relationships in four key areas:
– Understanding client needs
– Meeting clients’ needs
– Delighting clients
– Engendering loyalty
Alex Alway, Group Chief Executive for Jelf, said: “In these challenging economic times, where market competition is at an all-time high, I’m delighted that Jelf has achieved a ‘3 Star’ rating across the board for ‘exceptional’ client service.
“Setting ourselves apart from our competitors is essential and this achievement provides a clear message that Jelf listens to its clients and adapts to the changing environment in which they operate. Without the continued support and commitment of our team of dedicated and hard-working professionals this achievement would not have been possible.
“Jelf firmly believes in putting the client at the heart of its operations and this result is a positive affirmation of our strategy – we will not rest on our laurels and will continue to learn from the 2013 feedback.”
IIC’s Charlie Williams, Director – Assessment & Consulting, commented: “Again this year, Jelf is IIC’s top-scoring broker – clearly out in front with its ‘3 Star’ rating. This is a truly exceptional performance from Jelf, improving scores across all 16 themes for the second year running. This year also saw the highest year-on-year increase in client scores demonstrating how Jelf continues to develop a truly client-centric culture.
“Jelf places the customer at the heart of everything they do. They listen and learn from the feedback each year and their success in the field of client service is reflected in their strong financial results reported for 2011/12.”
