Cabot Credit Management joins the Institute of Customer Service and scores highly in its first Customer Satisfaction Survey
First Debt Purchaser to join the Institute of Customer Service
1 December 2014 - Cabot Credit Management (CCM), a leading acquirer and manager of consumer debt, has joined the Institute of Customer Service and has scored highly in its first UKCSI Business Benchmarking customer satisfaction survey in November which can be benchmarked against national UKCSI scores for banks and building societies
The UKCSI is an online questionnaire receiving more than 40,000 survey responses from 9,500 individual customers. UKCSI is reported twice a year; in January and July. It provides a unique picture of the state of customer satisfaction in the UK - at overall levels, by sector and for many individual organisations.
The UKCSI Business Benchmarking survey carried out by CCM asks its customers the same questions as included in the national index allowing it to compare its performance with the national scores.
Bennedetta Peto, Chief Conduct and Risk Officer, CCM, said: "We were delighted to be the first debt purchaser to join the Institute. The reason we joined is because we see ourselves as a customer centric business and we need to ensure we are putting the customer first and addressing their needs with the upmost professionalism.
" It is great to score so well in our first UKCSI Business Benchmark survey, scoring above average for the bank and building societies sector. We will be using the results from this survey to continue our focus on improving customer experiences and outcomes."
Jo Causon, Chief Executive for the Institute of Customer Service, said: "Being an Institute member is a clear statement of intent to customers and staff about an organisation's commitment to customer service. Our members also have access to authoritative customer service knowledge, a practical set of tools including training, qualifications and benchmarking as well as the opportunity to engage nationally and regionally with other members to share best practice which can be invaluable."
About Cabot Credit Management
Cabot Credit Management is a market leading acquirer and manager of consumer debt. Divided into four specialist businesses, Cabot Financial, Cabot Financial Ireland, Apex Credit Management and Marlin Financial Group, it covers debt purchase, contingency collections, and customer tracing.
The combined Cabot Credit Management group has purchased assets of £11.9 billion, manages over £1.5 billion of assets on behalf of clients, collects over £29m per month on portfolios it owns and on behalf of clients, and has a 15 year unbroken track record of steady growth.
The combined Cabot Credit Management group employs approximately 1000 people with offices in Kings Hill, Stratford-upon-Avon, Dublin, Worthing and London. The company prides itself on its ethical values and high standards. It has an impressive list of accolades and this year was ranked number one in the established OC&C industry survey out of 68 strong contenders.
The controlling shareholder of Cabot Credit Management is Encore Capital Group, an international speciality finance company providing debt recovery solutions for consumers and property owners across a broad range of assets.