Lanes Group wins two AXA insurance customer service awards

Close attention to detail and a determination to continuously improve have contributed to Lanes Group winning two customer service awards from global insurance provider AXA.
The company has won the AXA Assistance national award for being the UK contractor with the lowest percentage of upheld complaints (all perils) in 2015-2016.
It has also won the northern region award, covering half the UK, for having the lowest percentage of cases where customers had to make repeat contacts with AXA to obtain contractor support.
Dawn Wallwork, Lanes Group’s Key Accounts Manager, said: “We’re absolutely delighted that the hard work done by our key accounts and operational teams in setting these high standards of customer service has been recognised.
“We continuously seek to improve the quality service we provide AXA Assistance, and their customers, with some key developments in 2015-16, and it shows this clear focus on service quality is paying off.”
Lanes Group has been providing an emergency response blockage clearance service for AXA customers for four and a half years. The number of customers helped has gone up from 5,000 a year to more than 12,000 in 2015-16.
Winning the regional repeat customer contact award reflects Lanes Group’s consistently rapid speed of response to customer calls for help. AXA Assistance tells customers to call them back if a contractor does not respond to an emergency within 30 minutes.
The national award for lowest percentage of upheld customer complaints reflects Lanes Group’s determination to communicate effectively with customers, so their expectations about the drainage emergency they face are fully met.
Dawn Wallwork said: “During the award ceremony we were told our customer service performance was at a high level that AXA customers deserve to experience at all times, something we were very pleased to hear.
“We set our own internal key performance indicators (KPI), and in the last 12 months, have been piloting an upgraded KPI reporting system which is designed to help us drive up service standards for AXA’s customers still further.
“We put a lot of emphasis on communicating effectively with customers right at the start, because we want to be sure we match our service to their needs and expectations.”
A dedicated Lanes key accounts team based in Manchester works with AXA’s Inter Partner Assistance. The team is led by Key Account Administrator Wendy Phillips, supported by Kate Atherton, Lucy Corless, Nicki Caven and Gillian Mearns.
Delivering an excellent customer experience can be harder with emergency drainage than with other repair and maintenance problems, because a good deal of what’s gone wrong is hidden from view, and anxiety levels for customers can be higher, said Wendy Phillips.
Wendy added: “Setting high levels of service for drainage blockages is also particularly crucial with the many vulnerable customers we help, such as pensioners, disabled people and families with small children.
“These awards demonstrate we’re setting and meeting high standards to support these people and thousands of others. It gives the whole team a real buzz, and makes us very happy and proud, to know we’re giving AXA customers the support they need.”

Comments are closed.