Westfield Health has been named best for customer satisfaction in the British Quality Foundation Special Achievement Awards 2010. The award champions role model activity in achieving excellent customer satisfaction results, leading to loyal customers.
Julie Gill at Westfield Health says, "We are committed to going that extra mile to offer our customers the best support, advice and a product range to really enhance their lives.” The judges found that customer service results demonstrated excellent performance in key areas particularly claims processing and payment, with trends demonstrating continuous improvement in these areas.
In their feedback the judges observed, "On a daily basis, customer service levels are exceptional – call centre operators are trained to spend the necessary time on each call (average 2.5 minutes), whilst still maintaining the very high response levels. It receives more than 800 calls a day, 85% of which are answered within 20 seconds. The most important aspects the judges were looking for were approaches and activities that are unusual and innovative. They were the first health scheme to introduce balance text messages, and since have been first to market with other technological advances."