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Customer service survey feedback Here at LendingMetrics, customer service is a major factor in everything we do. From the moment you engage with us, throughout implementa- tion stages and then with continued ongoing support for the length of contract; we want to ensure that we provide the best possible service.
For the question 'On a scale of 1-10, how quickly are you responded to when you raise an issue with LendingMet- rics?', the average score was an impres- sive 9.24, which we were delighted with as our support ticket system is some- thing we're particularly proud of. Our dedicated team of support engineers are on hand to respond to any query, large or small, and we also have an out- of-hours support line, ensuring there's always someone on hand to deal with your request. We like to ensure our software stays ahead of the game and that our clients needs are being fulfilled, which is why continued R&D is so important to us. The feedback we received in the survey will contribute to our future roadmaps and help us prioritise our upcoming changes. If you left us a comment about what you'd like to see more of, be sure to keep an eye out for your sugges- tions in our future plans.
Part of this promise involves conducting an annual customer satisfaction survey, which uses ISO approved scoring and questions to provide an opportunity for our customers to give us open and honest feedback. Now in their fifth year, the surveys enable us to continually improve, and this has been reflected in each years' results, as the scores have improved across the board year-on-year. This Autumn, we're pleased to announce our highest ever scores, with customers rating the overall service received from LendingMetrics as 9.06 out of 10 on average.
We also some received some great praise for the company and our proprie- tary platforms. Here are some of our favourites: • 'We have monthly contact with Lend- ingMetrics, they are incredibly friend- ly, always willing to help and any queries they have are clear.' • 'LendingMetrics are always very responsive to our requests.' • '[We're] really happy with the move to ADP and we have realised significant business benefits as a result.'
LendingMetrics wins at the Consumer Credit Awards
exemplary customer service, and always strives to improve by encourag- ing open communication with clients. As a result, the company has built an enviable reputation as a positively disruptive force in the Fintech sector, bringing its customers and connec- tions innovative software solutions in a range of lending spheres. Commenting on the news, Head of Operations Paul Brown said: "We're thrilled to have won Technology Partner of the Year as it shows the effort and dedication we put into good customer service has paid off. I'd like to thank all of our clients and partners who voted for us, and look forward to seeing some of you in person in the coming months.'
LendingMetrics is delighted to have been awarded 'Technology Partner of the Year" at the 2021 Consumer Credit Awards. It is the third time the company has won a Consumer Credit Award, and the second consecutive year that they have achieved the title. The awards, run by Smart Money People, are one of the few awards of its kind that are entirely voted for by customers, and this year an impres-
sive 30,000 people voted. Putting customers at the heart of the industry, the organisation aims to increase trust and transparency in financial servic - es. LendingMetrics required a large number of votes in order to reach the final stage of the awards process, and even more to be crowned winners on 23rd September 2021 in a live digital event. LendingMetrics takes pride in its
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