Wescot Colleagues deliver strong service rating in Institute of Customer Service Survey

We know the interactions we have with our customers are often during some of their most difficult times. That fact means that we firmly believe the way we treat our customers and the service we provide is critical to understanding their situation properly and finding the best possible outcome. If we get our conversations with people wrong, we risk a situation where they disengage from speaking to us and we are unable to help them return to better financial health. In short, every conversation counts.

We are excited to share that our colleagues at Wescot Credit Services have achieved a Customer Satisfaction Index score of 88.2 in an independent survey undertaken through The Institute of Customer Service. This compares to a UK all-sector average score of 76.1 in the January 2025 UK Customer Satisfaction Index.

For our colleagues to achieve this score in an independent survey is a real testament to the hard work, skill, and dedication they bring every single day. Our customers were particularly positive in their feedback around our colleagues’ competence, willingness to help and how clearly they explain information.  These three areas are fundamental to building trust and we know that is something which has a huge impact for the people we support.

Institute of Customer Service CEO Jo Causon gave her thoughts on the outcome our colleagues achieved in the survey: 

“I would like to congratulate Wescot Credit Services for achieving strong Business Benchmarking results. The consumer feedback and clear actionable insights provided by our independent benchmarking will support the team at Wescot as they continue to improve service levels, and we look forward to working with them to build upon these results.”

We couldn’t be prouder of our colleagues, and we are delighted to see the work they do independently recognised based upon the feedback of the people they support each day. Thank you team.