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15 May 2019

Source Insurance, the leading Broker-facing General Insurance platform, based in Penarth, Wales have received a ‘silver’ award from leading customer experience experts, Investor in Customers (IIC).

This is Source Insurance’s first IIC assessment and there were particular highlights from clients around the quality of relationship and customer experience they receive; communication and the quality of the products provided.

There were many complimentary comments from their happy customers, some of which included:

•  “The Company provides a very good service, always helpful, knowledgeable, polite and efficient”;
• “I have been using "The Source" since the 1990's. It has now grown into an excellent company with excellent products and more importantly looks after its brokers and clients alike. Service is what it is all about. Having been in the industry for 40 years I have no qualms about recommending "The Source" to fellow brokers.”;
• “I have used Source for a number of years now, - and always get great service from the telephone staff, website and paperwork!”;
• “I like Source as a company; a very tailored service nothing is ever too much trouble. I feel that I can trust the company.”

IIC is an independent assessment organisation that conducts rigorous benchmarking exercises. These exercises determine the quality of customer service and relationships across several dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty. IIC also compares the views of staff and senior management to identify how embedded the customer is within the company’s thinking.

Sandy Bryson, Director at IIC, commented: “Source Insurance has achieved IIC’s silver award in only its first assessment recognising that it is providing its clients with an “outstanding” level of client experience.

This is a fantastic achievement not least because they just narrowly missed out on achieving a gold award.

The Source team is passionately determined to continuously improve and achieve a gold award next year working with IIC to implement change, and I have no doubt they will achieve just that!”

Kevin Paterson, Managing Director at Source Insurance added: “We pride ourselves on service and seek to always put the customer at the heart of everything we do, but we are not complacent and want to continue to improve. The work we have done with the IIC has highlighted some areas where we feel we can improve as well as validating those areas that we consistently get right.”