Independent customer service assessor awards T H March ‘exceptional’ rating

MD Neil McFarlane with the Award & Certificate

Chartered insurance broker T H March has been awarded an ‘exceptional’ three star rating by independent customer service assessor; Investor in Customers (IIC).

Since ICC was founded 10 years ago only 17% of the companies assessed ago have ever managed to gain the three star rating.

IIC is an independent assessor, which conducts research and investigation into how well companies treat customers and staff. The highly detailed analysis carried out and the valuable insights gained by allowing an independent third party to talk to customers and staff (at all levels) helps companies like T H March continue to improve on what they do.

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In order to achieve the ‘exceptional’ three star rating a company must: “Consistently meet the standards laid down in all aspects (of the survey), to a high level with an average score of 8 or above”.

The prestigious rating comes as T H March is celebrating its 130th anniversary as a leading jewellery trade insurance broker.

T H March managing director, Neil McFarlane, comments: “This is great news for us and I would personally like to thank all the customers who took time to participate in surveys and interviews when they were approached by Investor in Customers.”

“Our ethos here is that we all have an integral part to play in the success of T H March and we are fortunate to employ people who take immense pride in what they do and work diligently to provide fantastic customer care,”  McFarlane adds. “As a family company we have a track record of  ‘growing our own talent’ and so employees at all levels receive excellent ongoing training that helps them become qualified, knowledgeable people our customers can put their trust in”.

McFarlane says it is a source of pride to him that employees tend to stay with T H March for a long time, many for their entire careers. He remarks: “That level of experience is like gold dust.”

A rather fitting comment in the context that T H March was originally founded specifically to service the (then) largely uninsured UK jewellery trade.

Since 1887 the company has grown and diversified but insurance for jewellers and jewellery is still (and always will be) at its core.

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