Tenet has been awarded a two star accreditation for ‘outstanding’ service by Investor in Customers, following its latest annual independent assessment of member firms, staff and senior management.
The assessment establishes the strength of relationships by determining how well Tenet understands its members’ needs and delivers service and propositions to meet them. It complements the regular surveys of end customers undertaken by Tenet to ensure that they are happy with the products and services they receive.
The measurement for the accreditation is a company’s ‘net promoter score’, where Tenet achieved a 38 point rise, equating to a 127% increase compared to its previous assessment, which is the largest year-on-year increase ever recorded by IIC.
Tenet Group chief executive, Martin Greenwood, said: “Over the past year there has been some great work across the business to improve our service, led by a dedicated ‘Striving for ten’ campaign, with the theme that great service to colleagues, enables great service to members, which enables great service to clients. We are delighted that this has resulted in us receiving a two star accolade from the Investor in Customers team for the first time.
“However, the work doesn’t stop here. The board is committed to continuing to improve service across all our brands and increasing our score even further in the next assessment.”
Neil Craig, managing director of Investor in Customers, added: “We are delighted to see the progress that Tenet has made. The emphasis on making small improvements in a number of areas, rather than one leap forward in just a single part of the business is paying dividends. By acting in this way Tenet can deliver a much better, but more importantly, a more sustainable customer experience for all its members.”
