North Star has been rated even more highly by its customers after rising to the challenges presented by the pandemic. In the survey, which captures customers perception of North Star, we achieved an overall score of 83.6 out of a 100 from the Institute of Customer Service (ICS) compared to the sector average of 78.4.

North Star was benchmarked against the UK Customer Satisfaction Index (UKCSI) and was particularly highly rated for customer experience, ethos, emotional connection, and ethics.

The ICS is the UK’s independent professional customer service body, so the survey gives North Star a trusted assessment of customer satisfaction that can be compared to other high-performing customer-focused businesses throughout the UK.

Customers were most satisfied with the helpfulness of staff, competence of staff and the ability to interact with the organisation in the way they prefer.

It is an even more impressive result than the last time we took part in the survey when our rating was 82.9. That was the first time we participated in the independent survey of customers after becoming members of the Institute in autumn, 2019.

We are delighted with these latest results, which reinforces the value we place on the relationships with our customers.