Nationwide’s ratings have soared at online review site, Review Centre, reaching a new high of 4.3 stars (from a maximum 5 stars). This achievement means that Nationwide are now the highest rated accident repairer in the UK on Review Centre, and in the Top 5 of all automotive providers in the Maintenance and Servicing category.
The 4.3 star rating has not happened by accident, it is the result of not only a strengthened focus on the customer experience, but also in consistently delivering the highest quality professional repair available on the market. This new focus on customer delight and superior quality has led to an increase in independent, positive reviews that customers have posted on the Review Centre.
Nationwide is extremely proud of this achievement to date, as Chief Executive Michael Wilmshurst explains “Since identifying the importance of internet reputation for our business, the entire team at Nationwide have worked tirelessly on improving our customer service and delivering exceptional quality to every customer. Nationwide has a team full of highly skilled individuals, making use of the best quality materials, and delivering quality, service, speed and value, which we believe differentiates Nationwide, and 383 customers on the Review Centre appear to agree.
“Adopting the ethos of ‘put yourself in their shoes’ has enabled our staff to have increased empathy with our customers at what potentially is a traumatic time, and in treating our customers as we would want to be treated we are able to sustain this level throughout a customer’s journey with Nationwide.”
Michael continues “Maintaining this focus for 15 months to date, is an achievement that every member of the Nationwide team should be immensely proud of, but what we all appreciate is that the job is not yet complete, continuing this focus is now our goal, and by doing so we know that we will increase the 4.3 stars even further.”
With the recent launch of a new website encompassing an online estimating system, the need for improvement to Nationwide’s online reputation become increasingly important, but at the same time demonstrates a strong focus and investment into technology and the online space.