Berkeley Group has been awarded the Investor in Customers Gold Award (IIC), a mark of trust and reassurance, which recognises the importance that Berkeley places on customers experience.
IIC is an independent agency that conducts rigorous customer experience assessments and benchmark exercises. The results determine the quality of a client’s 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.
The IIC also compares and contrasts the views of staff and senior management to identify how embedded the customer is within the company’s thinking.
Berkeley is committed to providing an industry-leading home buying experience, delighting customers with a personalised service, and consistently exceeds the industry average for customer satisfaction scores.
Berkeley’s Net Promoter Score is +76.2 out of 100, compared to an industry average of +42 (HBF, March 2021) and Recommend to a Friend score of 98.3%, compared to an industry average of 91% (HBF, March 2021). Berkeley has also won In-House Research’s Outstanding Achievement Award for six consecutive years.
Tony Barritt, Managing Director of Investor in Customers said “Berkeley have again demonstrated that their commitment to quality applies just as much to the service they provide as to the homes they build. Their latest Investor in Customers (IIC) assessment reinforces their position as an IIC Gold accredited company. With their results clearly demonstrating that managers and employees put the customer at the heart of the business, looking to not just satisfy customers but ensuring they delight them and exceed their expectations wherever possible.”
The award follows the expansion of Berkeley’s digital offer, with virtual tours and an interactive portal now on offer to customers.
Find out more about how Berkeley is putting customers at the heart of its decisions here.