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North Star has scored an impressive 82.9 in its recent Institute of Customer Service (ICS) Business Benchmarking survey of customers. This is the first time North Star has completed the survey of customers since becoming members of the Institute in Autumn 2019.
The survey conducted by ICS, the UK’s independent professional customer service body, enables North Star to gain an independent assessment of customer satisfaction. The survey also enables North Star to compare itself to other high performing customer focused businesses through the UK Customer Service Index (UKCSI – July 2020). Out of a possible 100, the score given to North Star by its customers puts it above the UKCSI ‘all sector’ average of 77.0 and ‘public services’ average of 75.3.
Customers rated North Star particularly highly for it’s ethics, experience and customer ethos and customers reported being most satisfied with the care, helpfulness and competence of staff and the North Star’s reputation.
Speaking of the result Angela Lockwood, Chief Executive at North Star said “This is a really encouraging result for North Star. That we have performed so strongly in this first survey is testament to the success of our relational culture and staff commitment to delivering outstanding services to customers. It’s pleasing to see that customers are feeling the benefit of our approach.
The last six months during the pandemic have been testing for everyone, it has reinforced to us the value and importance of having great relationships and clear communication with customers. We won’t be resting on our laurels and are looking forward to using the insight and feedback customers have shared to drive further improvements in the customer experience at North Star.”
See our full result dashboard by clicking here -> North Star dashboard