EY is the first organisation in the Channel Islands to be rewarded for demonstrating commitment to their clients by achieving the Customer Service Excellence standard. The standard required EY to demonstrate that they are focused on continually developing their service to meet their clients’ individual needs.
There are strict criteria for achieving the award, which examines the insights provided to clients, the organisation’s culture, accessibility of information and the timeliness as well as quality of the services provided.
“After our success of being the first professional services firm in the Channel Islands to achieve the Investors in People Gold standard in 2010, it is fantastic to be the first organisation to achieve the Customer Service Excellence standard too”, said Andrew Dann, EY’s Channel Islands’ Managing Partner. “
The review process for the award required EY to demonstrate that their strategy involves clients being provided with timely information through the most appropriate channels, whilst also listening to their views about the services they provide and acting upon them.
Mr Dann continued: “We regularly host seminars, roundtable discussions and webinars on regulatory changes and industry trends. We also understand that clients value our teams being accessible on a day-to-day basis. Meeting and speaking with our clients regularly is important to us at EY. I am delighted that this was evident across the firm’s assurance, tax, transaction and advisory services during the review for the award.”
As well as the Customer Service Excellence standard, EY in the Channel Islands has also been re-accredited with Investors in People Gold and the Investors in People Health and Wellbeing Award.
“Congratulations go to EY on being the first in the Channel Islands to achieve the Customer Service Excellence award and the re-recognition for Investors in People Gold standard”, said Jackie Barette from People Performance Consulting Ltd and the advisor for Investors in People and Customer Services Excellence award.
“Since our rebrand and subsequent adoption of our new purpose statement “building a better working world” we have aligned our priorities to ensure we contribute to this vision. EY has an unwavering commitment to investing in our peoples’ health and wellbeing, professional development and also making a positive contribution to our community. I believe these awards recognise the part we are playing, and they also acknowledge the dedication that our people apply to providing our clients with exceptional service,” explained Mr Dann.
EY was assessed on the extent the firm focuses on what is important to their clients and on continually improving the service they provide. The firm was praised for its client service programme, which was developed to gain a comprehensive understanding of performance against its clients' expectations and to measure overall client satisfaction.
“It was evident that EY’s staff and clients are at the heart of EY’s business strategy, brand ethos and company culture. EY are committed to continuous improvement through their staff and clients,” said Mrs Barette.
“This independent validation of achievement involved a rigorous process. We have embraced this process to drive our commitment to meeting the needs of our clients and on the continual development and investment in our people” said Andrew Dann.