The Cumberland gets platinum rating for service

Published on
22 January 2021

The Cumberland has achieved a much sought-after Platinum Trusted Service Award from leading customer reviews platform Feefo.

The independent seal of excellence as rated by real customers, has been awarded after the building society landed its third Feefo Gold Award in three years.

The annual awards recognise businesses for delivering exceptional experiences, given to businesses that use Feefo to collect reviews and insights, and are based on the number of reviews and its average customer rating.

In collecting the platinum award, The Cumberland has proved its commitment to consistently maintaining the exceptional customer service it is renowned for.

Chief executive Des Moore said: "We are very proud to receive this award from Feefo, because it is recognition for the company’s extraordinary efforts in the face of unprecedented global challenges.

“As an organisation, we have remained focused on two main priorities; continuing the provision of essential services to the regions and customers we serve and supporting all our customers facing financial difficulties due to Covid-19.

“Given that it is based purely on verified and genuine customer reviews, I believe this accolade is a true reflection of our commitment to making banking brighter through exceptional service.”

Congratulating The Cumberland on winning this year’s award, Steph Heasman, Director of Customer Success at Feefo, commented: “The Trusted Service award has always been about recognising companies that are outstanding in customer experience and generate great feedback from happy customers.

“This year, despite the incredible challenges of a global pandemic, so many companies using Feefo have continued to provide remarkably high levels of service and they deserve a huge amount of credit for what they have achieved.

“I’m confident that throughout 2021 we’ll see even greater customer experience achievements from our partners as we return to something like business-as-usual.”

Feefo is a leading review and customer insights technology company that provides businesses with the tools to collect real, purchase-verified reviews and insights.

A Gold Trusted Service Award is given to businesses who have collected 50 or more Feefo service reviews between January and December of the previous year, achieving a service rating of 4.5 and above. Platinum Awards are given to companies that achieve this rating in three consecutive years.

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