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The results are in: Nimble takes GOLD!

June 20th, 2011

All thanks to you…

A little while ago we asked you to complete an online survey about the customer service at Nimble for The Australian Customer Service Awards (ACSA).

The responses were assessed by the ACSA and each section given a rating out of 5.

The results are in…

The customer service at Nimble has been recognised as one of the best in the country. We were awarded a Gold Australian Customer Service Award.

We achieved a score of higher than 4 (out of 5) for every section of the assessment.

Stoked!

A big thank you has to go to you. Thank you for taking the time to fill out the survey and thank you for your honest responses. We are extremely excited about receiving recognition on a national level, it makes all the hard work worth it.

Here is an overview of our results:

It was great to see that even our weaknesses scored higher than 4 out of 5. Weakness 1 & 3 aren’t applicable in our situation though as we are an online business and don’t serve anyone on the premise, or meet any of our members face-to-face.

We’re taking a close look at all the responses and actioning any ideas that have come out of the survey. There was hundreds of positive comments and quite a few ideas to improve our service. Some of the main ones were:

  1. More product options – higher lending amount
  2. Option to delay repayment by 24 hours
  3. Rewards programs for loyal customers
  4. Bpay option to pay bills

We’re looking into all of these and I can tell you that at least 2 of them I have put on the to-do-list for 2011. Making these kinds of changes takes time, a lot of people have to get involved with spec-ing the project then building the technology and training staff – all to ensure a smooth transition.

Thanks again for taking the time to complete the survey, it means a lot to the teams in the office.

It also makes me extremely proud to have so many happy members.

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