News Article

Debt Collection


By CreditMan Thursday, July 2, 2015

1st Credit, award-winning UK debt purchase and collection company, have registered ‘exceptional’ customer service levels under the independent Investor in Customers (IIC) assessment process.

In their second IIC assessment they maintained their exceptional rating once more, increasing both their IIC score and their NPS® score. 1st Credit’s achievements are a powerful response to the scrutiny the debt purchase and collection sector has come under from Financial Conduct Authority (FCA) to improve customer service.

Comments from customers included: “great service, willing to help and understand”; “Friendly and willing to help you”; “Staff are helpful and friendly not judgemental” and “Dealt with me as a person and not just figures on a piece of paper”.

IIC is an independent assessment organisation that conducts rigorous benchmarking exercises. These exercises determine the quality of customer service and relationships across a number of dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty. IIC also compares and contrasts the views of staff and senior management to identify how embedded the customer is within the company’s thinking.

Tony Barritt, Head of Customer Experience at IIC, commented: “1st Credit customers have emphatically endorsed the company as providing an exceptional customer experience. The empathy and understanding that 1st Credit staff show, in many different and difficult circumstances, has helped thousands of customers manage their finances in an effective manner.”

Eddie Nott, CEO of 1st Credit, added: “We are thrilled to have been awarded the top rating by IIC for the second year in a row. It’s a fantastic achievement that is testament to the unfailing commitment by the entire team to deliver first-class service to our customers. We take great pride in ensuring we meet the needs of those customers, and that each person is treated fairly, appropriately and personably.”