Footman James has achieved Gold status, the highest award, for customer experience by independent feedback company Investor In Customers (IIC).
The independent Investor in Customers (IIC) assessment aims to shine a light on the two most important areas of a business, employee engagement and customer experience. Earlier this year, clients and staff of Footman James were sent a survey asking for in-depth feedback on the customer experience that Footman James provide. After collating the results, IIC were able to award Footman James with the coveted Gold award after achieving an impressive score of 84.3%.
David Bond, Managing Director of FJ commented, “This is a momentous moment that we’ve been working towards, since we got so agonisingly close to a Gold award last year. Since then, our staff and clients have faced incredible challenges due to the pandemic, so to see our score improve under such circumstances is something we as a business are deeply proud of.
“We are also pleased to have received comments on how we can further improve our offering. We’ll be looking at these individually over the next couple of months and will be using them to shape the future of the business. We could not be prouder to have achieved a gold award and to our clients, we can only say thank you for participating and giving us such wonderful feedback.”
Feedback from clients included, “Excellent service in every way. They are a big firm that act like a small family run business. Personal. That’s nice.” And “FJ seem to fully understand the customers perspective and share in their love of classic vehicles. It feels like we are all members of the same club.”
Employees also said, “I feel encouraged and motivated to progress and that I will be rewarded for my hard work. The people are lovely, I feel heard and respected and there is a genuine passion to help our clients enjoy their classics.”
Sandy Bryson, Director at the IIC commented, “I’m absolutely delighted for the whole team at Footman James in achieving Investor in Customers’ highest award: Gold! Recognising that they are providing their clients with an “exceptional” client experience.”
“It is testimony to David Bond and all of his colleagues that, after so narrowly missing out on a Gold award last year, they have worked hard to implement the recommendations from that assessment to achieve a solid Gold this year. Many, many congratulations.”
As a thank you to clients for completing the survey, Footman James also made a donation to Speed of Sight, a charity that offers driving experiences to blind and disabled people of any age. Speed of Sight has four specially designed and kitted out cars - two racing cars and two all-terrain buggies, with driving experiences across racing circuits, off-road tracks or any other large enough area across the nation.