Going for Gold

Oplo scoops a handful of Silver and Gold Awards for Customer Service

In our first year of trading as Oplo, we wanted to find out if we were fulfilling our ambition to give customers a really great experience each and every time they interact with us, and also to discover ways in which we can continue to improve our customer service.  We enlisted the help of Investors in Customers (IIC), a specialist customer experience agency, to investigate and analyse how we were doing.

On our behalf, IIC questioned a sample of one thousand people around the following areas:  Understanding Customer Needs, Meeting Customer Needs, Delighting Customers and Engendering Loyalty.  The sample included Oplo customers and Oplo people – helping us to gauge if what we at Oplo believe we are delivering matches up with what customers are receiving.

We were really pleased with what we found out – we’ve been confirmed as doing really, really well.  We were credited a glittering array of Gold and Silver awards which shows us we are on the right track with our approach.  Overall in IIC’s accreditation, we were awarded Silver – narrowly missing the Gold standard by less than one percentage point (0.33%).  So we still have room from improvement.  And improve we will.  But this is still a phenomenal achievement from each of the 230 Oplo people who look after our customers day in, day out – particularly through an unprecedented challenging environment such as Covid.

Importantly, the assessment identifies areas for improvement and all of us are very much in action on this.

Trust and Delight

We all know that trust is hard to earn but of paramount importance for customers when choosing a financial services provider.  This is why we were so pleased that customers ranked us Gold standard in the trust category (“I trust the company’s employees to behave with fairness, integrity and honesty.”)  This is praise indeed from our customers and we know it’s not granted lightly.

Customers questioned also ranked Delight as Gold standard, with customers saying:

Committed to Putting Customers First

Tony Barritt, Managing Director of Investors in Customers, said:

“Oplo has done incredibly well in their first Investor in Customers assessment. In a challenging market they have demonstrated a commitment to treating customers fairly. Whilst the results show there is still some work to be done before they reach Gold the employees and senior managers understand the challenges they face and are committed to putting their customers first.”