Trafalgar House has partnered with Investor in Customers to deliver a new 360-degree member and trustee feedback programme. Through this partnership, Investor in Customers (IIC) will be carrying out an independent assessment of our business to establish the strength of our`customer service relationships. This far-reaching assessment will cover trustees, scheme sponsors and members, as well as our team. The results will be used to benchmark the quality of our service as well as acting as a basis for ongoing monitoring and service improvement.
Garry Wake, Managing Director at Trafalgar House, commented: “Really outstanding administration has moved beyond basic compliance and fulfilment tasks and must embrace a customer-focused philosophy and culture. Our new partnership with the IIC underlines our commitment to customer service and will help us continue to deliver services that meet the evolving needs of our scheme members and trustees. Whilst we have been running a number of surveys for many years, we believe the independence of the IIC, and its specialist expertise, will elevate the legitimacy and value of this process for both our business and clients.”
Jenny Monger, Business Design Manager, commented: “We have worked with the IIC to develop a range of surveys covering all of our customer groups. The IIC’s assessment process also includes a comprehensive survey of our team, as well as some face-to-face meetings. Once launched, we will continually survey and monitor customer feedback to ensure that standards are being maintained and that the insights and suggestions of our members, sponsors and trustees form part of our wider development plans.”