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Pilkington UK team awarded ‘Gold’ from Investor in Customers

Pilkington UK, part of the NSG Group, announced their Architectural Glass UK (AGUK) team have achieved top marks with a “Gold” award from Investor in Customers.

Investor in Customers (IIC) is an external accreditation achieved through a rigorous 360 degree assessment which seeks to understand the full customer experience, surveying their customers and employees, as well as conducting an independent IIC review.

The assessment ranks a range of areas out of 10, and AGUK’s overall score hit the GOLD award with an even higher score than they achieved back in 2020, which was the last time an IIC assessment took place.

The highest scoring questions were “The people I deal with are committed to providing a good service” and “Pilkington treats me fairly and with respect,” with some of the comments from customers including “the quality of the glass product is unmatched in my opinion” and “we are happy with the relationship, we’re hoping to build on that relationship in the future.”

IIC concluded that “product quality and the strength of individual relationships are the key drivers in customer satisfaction.”

Alongside recognising the positive work taking place across the AGUK team, the assessment also makes key recommendations for areas to improve, which the team will now look to act upon.

Leo Pyrah, Head of Commercial UK&I, said, “Achieving a Gold IIC accreditation is not easy, and we’re really proud of our accomplishments. Ten years ago, we were awarded the bronze rating, which demonstrates how far we’ve come on our customer service journey. The responses from our customers are always honest and true, and will help us shape what we do to improve even further.

“This award really reflects the hard work taking place across every part of AGUK, and I’d like to thank everyone involved, whether they have been completing the survey or pulling information together for the assessment.”

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