Another Gold Mark of Distinction for Intrum

It’s the ninth consecutive year that Intrum has held the highest mark of distinction since IIC was founded in 2006.

Each IIC assessment is based on four pillars of customer experience to assess how well the business understands its customers’ needs and delivers services to meet them.

Intrum achieved an overall score of 8.71 out of 10 and a customer *NPS® score of +36, which is another excellent result for the UK business, especially during a period of exponential growth and rising inflation.

Intrum's excellent customer culture is driven from the top, enabling staff to provide customers with a very impressive and emphatic level of service,

“We are delighted to again award Intrum with our Gold standard accreditation," said James Edmonds, director of Investor in Customers. “The business serves as an example for others of how a true commitment to a strong set of customer-focussed values delights customers.

“The result is even more impressive for a debt management service provider given the challenging economic climate, from which customers may be less resilient.

"Our [2022] analysis shows that Intrum's excellent customer culture is driven from the top, enabling staff to provide customers with a very impressive and emphatic level of service, where customers are treated with respect and as individuals. Customers are also praising of the company’s bespoke financial solutions to help them when they’re most in need,” he added.

Since Intrum’s previous assessment in 2020, 21% of its customers reported that the service had further improved. Customers regularly felt understood and that they could rely on Intrum to do the right thing to generate a fair outcome.

The helpfulness of Intrum staff, custom approach, coupled with a compassionate and empathetic style of interaction, were all commonly referenced in the 2022 survey.

In response to receiving the accolade, Eddie Nott, Intrum’s managing director for the UK and Ireland, said: “I am thrilled to be awarded with the Gold standard and to receive such positive customer feedback.

"The past year has been really difficult for customers. They’ve been financially and emotionally hamstrung by the post-Brexit storm and soaring inflation.

“Our principal purpose has always been to provide a fair and exceptional service. Investor in Customers provides an effective and independent measuring tool to help us maintain our high standards. It also enables us to take a deeper dive into what the customer journey looks and feels like.

“The award is testament to the hard work and dedication of our staff who do their utmost to help customers through a difficult financial period in their life,” added Nott.

About Investor in Customers

Founded in 2006, Investor in Customers (IIC) is a leading customer experience assessment and accreditation specialist. They award industry recognised accreditations through company-wide assessments, and training programmes awarding businesses, customer experience professionals and internal teams. Their wealth of data means they can benchmark companies’ performance vs their competition and other industry sectors.

*NPS® is a registered trademark of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.