Big Thumbs Up From Our Debt Advice Clients
We are really delighted that our Customer satisfaction survey results are now through for our debt advice survey. We enlisted the services of Customer Champion for borrowers Zero-Credit to conduct the survey. The full results are being published very shortly but here is the summary report from Zero-Credit verbatim as we received it. AMS are here to help you get out of debt and can help in the short, medium and long term. As directors of the business Lee Dunville and myself (Nic Eatch) can assure all of our clients that they come first and we thank them for choosing ourselves and that we are getting back to everyone who needed a hand.
AMS Customer Satisfaction Research – why we did it and what we learned.
AMS Customer Satisfaction Research – why we did it and what we learned.
Zero-credit is a consumer co-operative that represents borrowers’ rights, so when AMS asked us to measure their customers’ satisfaction with the debt solutions service, we were keen to make sure that people got everything they were entitled to. That meant going through every element of before and after sales service in the OFT’s new Debt Management Guidance, to create a questionnaire that was thorough, yet simple to use.
We always work to the Market Research Society code of conduct, so people can give feedback anonymously. Even the lucky prize draw winner of a spa day for two chose to keep that quiet, so all we can share is that someone in Nottinghamshire says, “Thank you very much”!
Our research summary shows that AMS is performing really well – almost always at the higher end of quite to very good service. Many customers had genuinely enthusiastic comments, like “AMS are ace people”, and whilst a small number had problems or queries, almost all of these wanted AMS to get in back touch.
The availability and friendliness of AMS staff were a common experience. People shared countless examples of staff going the extra mile, or working out of hours. The only major drawback we found was a tendency to lose touch with customers whose contact details had changed. We have advised AMS to send reminders for these regularly.
We’re looking forward to continuing this work throughout 2012 and we’ll be asking a new set of people the same set of questions each time we run a survey, so there’s no chance of double counting. AMS have a tough set of standards to maintain, and they tell us they’re committed to excellence, so we shall be checking their progress every step of the way.
Tags: ams, debt advice, debt advice survey, debt management guidance, market research, zero credit
