NextGear Capital Champions Outstanding Customer Service
NextGear Capital UK’s commitment to customer service took a significant step on the business’ first anniversary. The business has committed to seeking full accreditation for the quality of customer experience delivered by joining the Institute of Customer Service (ICS). The event was marked by the presentation of a plaque by ICS Account Director Jane Taylor.
Underlining the importance of the occasion and joining the UK business to celebrate a highly successful first year, NextGear Capital UK was joined by a team of very senior executives from its USA parents, Cox Automotive and NextGear Capital; Patrick Brennan, Group Vice President, Financial Services Cox Automotive; John Wick, Chief Strategy Office and General Counsel; Brian Geitner, President and David Horan, Chief Financial Officer, were on hand to see the presentation and pass on their thanks to the UK team for what has been an exceptional year.
Joining the ICS is seen as a natural extension of the NextGear Capital vision to be seen as a leader in the delivery of an exceptional customer experience. The business’ 21st century approach is free of the legacy issues that can sometimes hamper an established business. Today, customers want a new level of accessibility. The NextGear Capital proposition fulfils this need. Best in class technology, available where and when it is wanted, is aligned with a highly trained team of experts providing that personal service touch when required.
Leading the team’s efforts is Rosemary MacDonald, NextGear Capital’s Customer Service Manager, who notes; “We see delivering great customer service as the right thing to do. From the outset, we wanted to benchmark ourselves against the very best in the UK. Joining the ICS as an independent, not for profit organisation is a perfect way to focus our efforts and ensure we maintain the positive year 1 momentum that has been achieved through the vision and efforts of our entire team.”
NextGear Capital’s commitment to outstanding customer service is set against a backdrop that suggest that many UK companies are failing to keep up with the rapidly changing customer environment. Overall satisfaction according to UK Customer Satisfaction Index (UKCSI) published by the ICS, is now lower than at any point since January 2010.
In handing over the plaque to David Mercer, NextGear Capital UK Managing Director, ICS Associate Director Jane Taylor noted; “Organisations with high customer satisfaction are more likely enjoy high levels of customer retention, recommendation and repeat business. The value and impact of NextGear Capital’s customer-led ethos is clear from impressive business results that have exceeded the goals set on launch day. The goal of delivering an exceptional customer journey can only enhance this performance.”
Reflecting upon the Year 1 results and the commitment to achieve full ICS accreditation, NextGear Capital UK Managing Director David Mercer noted; “We have had a highly successful year. We have grown in scale and reputation and I’m delighted to welcome our US colleagues to our celebrations. Now we aim to press on still further. We are recognised for our technical leadership in vehicle stock funding, but we also want to be recognised for the quality of our people and the experience they deliver. Our partnership with ICS will help to further instil this aspiration across our business in a way we hope our growing customer base will feel. We are very public about this aim and welcome all feedback to let us know just how we are performing.”
Feedback on the NextGear Capital approach can be made by calling the Customer Service Team on 0818 000 092 or by email at email@example.com.