We are very proud to announce the successful achievement of the Investor in Customers (IIC) gold award for customer service for the fourth consecutive year.
Garry Wake, Managing Director at Trafalgar House, commented:
“2020 was a very challenging year for the pensions administration industry. Covid-19 meant we had to transfer all staff and operations to work on a fully remote basis. Last year was also a landmark year for the business as it saw us take on more new members than in any previous year and open a second office in Farnborough.
Not only did we achieve the highest gold rating from Investor in Customers for the fourth consecutive year during this period, we also improved feedback scores across all measures. This is a fantastic achievement for all involved and something our staff and managers can feel extremely proud of.”
Tony Barritt, Managing Director at Investor in Customers added:
“Any organisation that has maintained its customer satisfaction and employee engagement scores in the last year has done really well. To improve score across all the key metrics measured by Investor in Customers is an exceptional performance. The feedback from clients and members clearly demonstrates that the culture of Trafalgar House is customer driven and the responses from employees show that, not only do staff at all levels understand the needs of customers, they actively seek ways to exceed their expectations at every opportunity. In a sector not always renowned for thinking about customers, Trafalgar House is a leading light in showing how customer satisfaction leads to business success.”