Westfield Health has achieved a place among the top organisations for customer satisfaction – for the second year running.
A survey of Westfield’s policyholders conducted by The Leadership Factor (TLF) – an organisation specialising in measuring and improving satisfaction and loyalty – revealed an overall satisfaction rate of 91.6 per cent.
This result places the health cash plan provider in the top two per cent of companies of TLF’s database in the UK and Ireland, and even beats last year’s high customer satisfaction figure of 90.8 per cent, which put Westfield in the top four per cent.
TLF’s Iain Law said: “Westfield has recorded an extremely good index and the fact that it’s an improvement even on last year’s score demonstrates Westfield’s commitment to making customer service a real company priority. Being ranked so highly in the league table of companies we have worked with is a testament to the overall quality of Westfield’s products and services.”
Of the 20 areas examined, customers awarded high scores of more than nine in no fewer than 15 of the areas, with the remaining five recording 8.7 or above.
The ‘ease of payment’ category scored the highest mark of all – 9.61 – with ‘ease of the claims process’ scoring 9.47, ‘speed of the claims process’ 9.43 and ‘professionalism of staff’ 9.42.
There were also top marks for ‘helpfulness of staff’ (9.36) and ‘keeping promises and commitments’ (9.28).
Policyholders involved in the survey complimented Westfield across all areas of the company, from the clarity of the claims process to the knowledge of staff.
One praised the Good4you Plan, saying: “Westfield Health was recommended to me. Most of my friends are on the plan and I would certainly recommend it to anyone. The service has been superb and claims are always settled quickly.”
Another policyholder spoke of the Foresight Plan, saying: “I have never had a health plan before and I wish I had had one years ago after experiencing Westfield Health. It is so straightforward. After I go to the dentist or the optician I send them my receipt and a week later the money is back in my account – absolutely brilliant.”
Health cash plans: News update: June 2008