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Investors in People Assessment Report Different Money Ltd
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investorincustomers.com IIC Assessment Report for 8 th September 2014 Tony Barritt
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Transcript of Investors in People Assessment Report Different Money Ltd
investorincustomers.com
IIC Assessment Report for
8th September 2014 Tony Barritt
Investor in Customers: OverviewIIC provides an independent, academically approved, benchmark that delivers detailed analysis and insights to help create an environment of continuous development.
Qualifying organisations are presented with a unique award for customer service excellence at three levels, shown below. Successful clients can use the IIC logo on all business communications, as a mark of distinction.
Exceptional: Consistently meets the standards laid down in all aspects, to a high level.Average score of 8 or above: No individual principle or theme score of less than 7.25.
Outstanding: Meets the standards laid down in all aspects, to a satisfactory level.Average score of 7 or above No individual principle or theme score of less than 6.25.
Superior: Consistently meets the standards laid down in all aspects, to a high level.Average score of 6 or above No individual principle or theme score of less than 5.50.
Understand Customer Needs
MeetCustomer Needs
Delight Customers
Create Loyalty
Know yourcustomers
Product/service quality
Treating customers fairly
Repeat purchases
Understand needs
Match to customer needs Right first time Willing to
recommend
Anticipate needs
Customer feedback
Customer always right
Quality relationships
Communication Easy to do business with Post-sales service Customer
experience
The IIC Model focuses on four key principles:1. Understand your customers and their needs.2. Develop products and services that meet those needs.3. Strive to delight customers through the service you provide to them.4. Develop loyalty based relationships.
Methodology
Detailed Findings:
Responses
Customer
Customer Responses (38/985)
Customer
Customer Responses (38/985)
Customer
Customer Responses (38/985)
Employee
Staff Responses (11/13)
Scores
Customer and Staff Comparison
IIC Theme Score Comparison
Customer Question Scores Ranked Written communications from the company are clear and straightforward 8.62
The company makes it easy for me to communicate with them 7.84
From what I know about the company, they seem interested in understanding my needs 7.62
I believe the company is forward looking 7.08
Information I receive from the company is appropriate to my needs 7.23
When I contact the company, they know who I am 7.50
Based on my experience the company seems to know its customers well 6.88
Understand Customer Needs Average 6.89
Staff are in tune with the needs of their customers 6.19
The company seems to understand what's important to me 6.77
If my needs are not being met, the company recognises this and makes changes 5.84
The company seems to anticipate my future needs 6.32
The company often tells me about new things they think I might be interested in 4.83
DM
Customer Question Scores Ranked I know who to contact if I need to get in touch 7.79
The company tries to make everything as straightforward as possible 8.14
I have the opportunity to feedback any concerns I may have about the company 7.37
The company's product/service “does what it says on the tin” 8.08
The company's products/services incorporate an excellent range of features and options 7.41
The company's products/services offer good value for money 7.53
Meet Customer Needs Average 7.50
It is a pleasure dealing with the company 7.22
The company makes it easy for me to do business with them 7.57
In my view, the quality of the company's products/services is good 7.41
Staff are interested in my comments and suggestions 6.59
The company's products/services certainly match what I want 7.22
The company has an edge over its competitors 7.64
DM
Customer Question Scores Ranked I trust the company's staff to behave with fairness, integrity and honesty 7.73
Staff do what they say they will 7.85
I very rarely have to query anything 8.29
Staff are good listeners 7.09
Delight Customers Average 7.04
The company provides consistently good ongoing service and support 7.06
Staff are proactive in dealing with concerns 6.94
At all times, the company has the best interests of its customers at heart 6.51
If something isn't quite right, the company goes out of its way to sort it out 6.23
Staff are willing to go the extra mile for customers 6.63
Customer service exceeds my expectations 7.17
Staff care about me and my problems 6.35
The company values the customer above short term profits 6.59
DM
Customer Question Scores Ranked I am likely to continue using the company's services 7.30
Staff are friendly and willing to help 7.35
Staff are knowledgeable about the products/services they provide 7.24
Overall, I am very satisfied with the company's service 7.68
The company can be relied on to do what's right for its customers 6.76
Create Loyalty Average 6.78
The company cares about building a relationship with me 6.77
How likely are you to recommend the company to others 7.06
If appropriate, I would buy other products/services from the company 7.59
Now I know what the company can do for me, I won't be looking elsewhere 6.95
I am a true advocate of the company 6.23
Compared with one year ago, the company's service has improved (only answer if applicable) 4.67
I would be happy to supply a testimonial if asked 5.81
DM
Staff Question Scores Ranked I understand what's important to our customers 9.27
We are forward looking 9.09
I know which customers/markets we are focused on 8.82
My company offers reliable and accurate information to customers 9.09
My company has a clear idea of customer needs 8.36
I believe that we treat customers as individuals 9.00
We anticipate future customer needs 8.45
We communicate effectively with our customers 8.18
We often communicate new things to customers 7.27
Understand Customer Needs Average 8.31
Our management team is close to our customers 8.09
We have a system for capturing changes in customer needs 7.64
We regularly get customer/market feedback 6.45
DM
Staff Question Scores Ranked My company offers quality good value products/services 8.82
I am proud of our products/the service we provide 8.36
Our product/service "does what it says on the tin" 8.82
We are encouraged to act upon customer comments and suggestions 8.82
My company makes it easy for customers to do business with us 8.55
We take account of customer feedback to improve our service 8.18
Complaints levels are reasonable 9.18
Meet Customer Needs Average 8.54
Our products match customer needs 9.00
Our processes are based around the customer not our own internal needs 8.73
We make everything as simple and straightforward as possible for our customers 8.91
My company has one of the best reputations in the industry 6.91
We have a clear process for dealing with customer complaints about our products/services 8.18
DM
Staff Question Scores Ranked Customer retention is as important as acquiring new customers 9.55
If a customer has concerns, we go out of our way to resolve them 9.09
Customer satisfaction is an everyday priority in my company 9.09
Staff are willing to go the extra mile for our customers 8.64
I am encouraged to find better ways of doing things 8.82
The company provides consistently good ongoing service and support 8.91
Delight Customers Average 8.72
The company values the customer above short term profits 8.82
Staff are knowledgeable about our products and services 8.18
Service is delivered when promised 8.09
The company can be relied on to do what is right for customers - and staff 8.45
The company's customer service exceeds customer expectations 8.70
Internal procedures/politics do not get in the way of serving the customer 8.27
DM
Staff Question Scores Ranked If appropriate, I would recommend our products/services to others 9.00
I would recommend the company as a good place to work 8.91
The company looks after its existing customers 9.00
Compared with one year ago, the company's service has improved 9.09
Employees are highly motivated to see the company succeed 8.36
We often receive complimentary feedback from satisfied customers 8.45
My company monitors repeat business from existing customers 8.64
We actively encourage customers to make further purchases 7.00
Create Loyalty Average 8.25
Staff are in tune with the needs of our customers 8.45
Customers are happy to make further purchases 8.09
I am pleased with the amount of recognition I receive for the work I do 7.55
Training/development needs are discussed, agreed and implemented 6.45
DM
Net Promoter®
Different Money: NPS – Promoters comments“Why did you score the last question as you did?”
So easy to speak to staff and easy to use the website
My Mate was easy to sign up for, and someone often keeps in contact.
By far the best such company I have used. Have dealt with problems swiftly and sensibly, good value,
and, unlike most other short-term lenders, actually seem more interested in providing a service the
customer pays for but is satisfied with, than simply making money by any means.
Straight forward and easy, weekly payments are very affordable.
I was called and my account manager introduced herself to me, and I felt I could talk to her.
Fast and efficient
professional and personal
Good fast service, easy to use
I'm very happy with the company
Different Money: NPS – Detractors comments“Why did you score the last question as you did?”
I wouldn't recommend financial products to friends.
Because I would never recommend getting a payday loan as a form of finance.
because i have just applied for a loan and been refused. i paid my last loan early so i don't know
why this should be the case. i am very annoyed about this and have been given no explanation.
Efficient service, but high rates
Even though I missed a payment I payed my account up to date as soon as I could. But even on
brining my account up to date was unable to apply again, witch was a great pity as you are one of
the only companies I know that can have a loan and pay monthly instalments instead of paying back
all at once.
despite making timely payments they do not encourage repeat custom
I have only used the service once, payed back small loan i took early......now you decline me
whenever i apply, I now use sunny.co.uk as an alternative to you, and they are much more reliable
and better to deal with.
Comments
What do you think the company does really well? Easy and simple
Makes things easy Offers great terms Straightforward ease of use Easy website and great advertising clear and easy to understand docs and website If people like myself in need of loan its easy to connect Keeps you informed Is concerned what we think Quick online service
Different Money Employees:
Why would you/would you not recommend the company as a good place to work?
I would highly recommend Different Money as a fantastic place to work, I joined the company after the launch and all the members of staff were so helpful in providing any information I needed. It's a lovely place to work where staff members are recognised by senior managers and receive praise from these seniors directly.
We are a forward thinking pioneering player in our market, Fun, lively with a great team Positive culture, opportunities to learn and develop quickly The company think about the customer and staff takes everyone's views into account I would recommend as staff moral is high- you are treated fairly and recognised for the
good that you do
What three words would you use to describe the company?
fast paced, customer focused, challenging Exciting Rewarding Determined Fresh Exciting Pioneering Fun, honest, fair Passionate, Committed and Positive Innovative, caring, thinking exciting, challenging and motivated
fast paced, customer focused, challenging Exciting Rewarding Determined Fresh Exciting Pioneering Fun, honest, fair Passionate, Committed and Positive Innovative, caring, thinking exciting, challenging and motivated
T 020 7549 8090Investor In Customers Ltd78-80 St John Street, London, EC1M 4EG
Thank youAny questions?
