Dedication, passion and culture for continuous improvement
Award-winning third-party logistics provider, Core Management Logistics, (CML), is thrilled to announce that it has been awarded the prestigious gold accreditation from Investor in Customers (IIC) in recognition of its exceptional levels of internal and external customer experience.
The assessment looks at feedback from CML’s customers and its employees – including its management team and directors. Last year the company was awarded a silver accreditation – the first year the company carried out an IIC assessment – with feedback received from the 2018 assessment being the basis of a continuous improvement plan for 2019 which CML aptly called the ‘Going for Gold’ campaign. Part of the plan focused on improving its employee engagement culture with the company creating a dedicated E-Learning centre for employee development plus other successful ventures including an annual family fun day and enhanced rewards for its long service employees.
The plan also focused on improving CML’s overall customer experience with a new and improved website launched to better meet the needs of the business, customers and online visitors. In addition to this, the company has invested significantly in its continuous improvement programme and new systems innovation. These improvements have all been a driving force in CML being awarded the prestigious gold accreditation from IIC, and as only 37% of IIC’s clients achieve gold, this is further testament to CML’s incredible accomplishment.
Commenting on achieving gold status, Kerry Delaney, Commercial Director at CML, said,
“We are delighted to be awarded the gold accreditation from IIC and seeing our Customer Net Promoter Score® (NPS®) improve to +71% puts CML in the top 9% of all Customer NPS® scores from IIC assessments, which is a fantastic achievement. The team at CML has worked incredibly hard over the past 12 months and this has been recognised by not only our employees but our customers too. I’d like to say a huge thank you to everyone who has supported the ‘Going for Gold’ campaign and to confirm that CML is committed to continuing this improvement in the coming months and thereafter.”
Sandy Bryson, Director at Investor in Customers, added, “I’m absolutely delighted for the whole CML team. Their significant improvement in customer experience and Net Promoter Scores® from last year’s assessment is testimony to their dedication, passion and culture for continuous improvement. They have implemented all the business insights recommended in last year’s IIC action plan and are now about to do the same this year with similar gusto! It is a real pleasure to work with them.”
Investor in Customers (IIC) is the UK’s leading independent customer experience agency with a unique assessment methodology that generates personalised action plans for improvement