Lancashire-based CMAC Group, the UK and Europe’s leading and fastest growing managed ground transport and accommodation specialist, has once again achieved the prestigious Gold Standard for Customer Experience awarded by Investor in Customers (IIC). Investor in Customers is an independent assessment organisation which conducts rigorous benchmarking exercises to determine the quality of an organisation’s customer service and relationships.
CMAC secured gold accreditation for customer experience for the second consecutive year after a rigorous process in which clients’ responses to surveys conducted by IIC were compared with those provided the company’s staff and management.
This approach, which looked at the business from both internal and external perspectives, provided a true 360-degree appraisal of the business. In addition, it enabled IIC to confirm CMAC, and individual team members were equally committed to delivering the kind of high-quality customer service and care that exceeds customer expectations. .
The results, which show CMAC’s overall score is increasing year-on-year, demonstrate a robust, highly customer-centric culture. The findings also show a willingness shared by CMAC’s management and employees to implement learnings obtained from previous assessments.
Neil Micklethwaite, Chief Operating Officer (COO) at CMAC Group, said, “It’s a great honour to be awarded the highest form of accreditation for exceptional standards in customer service and experience for the second year running!
“The award is testament to the unswerving customer focus, perseverance, and dedication of every member of CMAC’s growing team during a year shaped by external challenges including the protracted post Covid lockdown which was experienced by many in the travel and transport industries, extreme weather conditions and industrial action. In addition, our staff played a pivotal role in supporting CMAC’s continuing growth into new markets and new service areas.”
“Our IIC Gold status complements CMAC’s existing compliance with the full suite of “Integrated Management System” ISO awards, including ISO 27001, the world’s leading standard for information security and management systems (ISMS) and ISO 9001 which is based on several quality management principles including strong customer focus and continual improvement,” said Micklethwaite.
“Taken together, the IIC Gold standard and ISO accreditations help reassure clients, and their customers and travellers, that CMAC always follows best practice when it comes to managing people, processes, and technology.”
He continued, “When we engaged with IIC we knew that “success” wasn’t a given. However, rather than simply assume we were delivering exceptional quality customer experience, we wanted to uncover the ‘truth’ to help us validate our performance and identify areas for improvement.”
“The detailed survey feedback will allow us to identify
ways further areas, and in which we c , ould improve our service furthe , all of which r built into our business strategy for 2023.” wil
Tony Barritt, Managing Director of Investor in Customers, said “By securing our prestigious Gold Investor in Customer Award, CMAC Group is providing its clients with the evidence they can trust the company to deliver a consistent, and exceptional experience in every situation. Positive customer experiences are crucial to the success of any business and it’s pleasing to see an organisation that takes pride in deliver customer care and a service that guarantees client satisfaction.”