Constantly striving for customer service excellence, NAPIT is thrilled to announce their latest accomplishment; earning the Investors In Customers (IIC) Gold Award.
Described by IIC as an achievement of ‘world-class best practice’, the Gold Award secures NAPIT a top spot on the list of companies with the highest standards of people management and development that support their business goals.
Mike Andrews, NAPIT Group chief executive, commented: “I am delighted with this year’s result. We believe that the quality of our customer experience is one of the largest factors when determining profitability and long-term success. We have an ongoing commitment to measurement, feedback, and improvement, as the insights gathered will help us address the weak spots and enhance our strengths, year on year.”
“Achieving Gold reflects the dedication and passion of our staff and a testament to the fact that everyone is fully engaged in our vision” added Andrews.
The coveted IIC award is presented to businesses based on an independent assessment designed to establish the strength of a business’s relationship with its customers. Registered NAPIT members, training customers, and staff were all asked a wide range of questions regarding their perceptions of NAPIT to provide a detailed picture of their overall experience.
Independent IIC Assessors, CXCO, chief executive Charlie Williams commented: “NAPIT have been undertaking the annual IIC assessment since 2014 and have seen steady progress as they use the feedback they receive from their Members and Staff to improve the services they provide. This year has seen them achieve the highest IIC rating (Gold) for the first time which is a testimony to how they have consistently listened and responded to their Members over the years. Of particular note this year was the increase in scores from their Membership and Staff alike which resulted in a significant improvement in overall scores that is unusual for companies achieving the highest IIC rating for the first time.”
Now in its 25th year, NAPIT has registered over 10,000 members in electrical, heating, plumbing, ventilation, microgeneration and building fabric trades across the UK domestic, commercial and industrial markets and offer a wide range of discounted and free support services, including training, certification, and promotion across a wide range of multi-platform media.