GATEWAY2LEASE, the Bromsgrove-based family broker, has just achieved the highest Feefo standard: Platinum.

The Feefo Platinum Trusted Service award, an independently awarded recognition of exceptional customer experience which is rated by real customers, is the highest acknowledgement of customer excellence.

Feefo says its Platinum Trusted Service awards are given to those businesses that have achieved the Feefo Gold standard for three consecutive years or more. 

We’re very excited to receive this award from Feefo because it’s based on the feedback of real customers, who are the most important judges of all. It recognises how hard we work to give all our customers the best possible experience, even in a year as tough as 2020. Everyone at Gateway2Lease is fully committed to the highest quality of service, so it’s important for us to listen, understand and respond to all our customers. The beauty of Feefo is that it enables us to consistently improve, so we’re looking forward to another successful year.

Rob Marshall, director, Gateway2Lease

Marshall says that during the past 12 months the brokerage has focused strongly on boosting its levels of customer service, including hiring a customer experience manager – Jodie Woodcock – in the late summer.

“Jodie’s work with customer feedback has been outstanding – she’s even turned complaints into a five-star rating!” added Marshall. “We always want continuous improvement, and Jodie has really made a difference to customer outcomes.”

Marshall also added that the company had introduced a new Finance Application System at the beginning of 2020 for its personal lease customers, but has since extended the system’s capabilities in December 2020 to include all business types.

The system has been developed internally by Gateway2Lease, with Marshall – an IT specialist – overseeing progress. 

“It’s about simplifying the customer journey, making the finance application easier, and ensuring it integrates with the rest of our systems. In the end, if the customer has a better user experience through our systems, they will have a better experience overall. And we should never stop trying to continually improve that experience.”

Marshall added it was the first of three significant technology updates the company would be introducing during the next 12 months.

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