Haydock Finance among top UK financial services providers for customer satisfaction

Haydock Finance has been recognised as one of the leading financial services providers for customer satisfaction in the latest UK Customer Satisfaction Index (UKCSI), achieving a score of 86.7 in an independent benchmarking study conducted by the Institute of Customer Service.

The score places Haydock Finance well above both the all-sector UK average of 76.1 and the Banks and Building Societies sector average of 80.0. The study, part of the Institute’s Business Benchmarking programme, measures customer experience across 26 criteria including trust, ease of contact, problem resolution and reputation.

Haydock Finance’s survey received a response rate of 43.9% from its introducer base, which the Institute described as both statistically robust and highly representative. The company outperformed national and sector averages in almost all areas, with particularly strong scores for staff helpfulness and competence (9.2 out of 10), and trust in the brand (9.0 out of 10).

The Institute noted that Haydock’s performance reflected high levels of customer confidence and loyalty, with many respondents highlighting the professionalism and responsiveness of its team.

Haydock Finance also recorded a Net Promoter Score (NPS) of 64.7 – more than double the UKCSI all-sector average of 21.1 and significantly above the financial services benchmark of 31.0. More than half of respondents said they expected to increase their business with the lender over the next year.

Andy Taylor, Sales Director at Haydock Finance, said the results reflect the company’s focus on service quality.

“We are absolutely delighted with the results of this year’s Customer Satisfaction Index,” Taylor said. “It’s fantastic to see our introducers recognising the quality of our service and the efforts of our dedicated team members who consistently go above and beyond.”

Jo Causon, Chief Executive of the Institute of Customer Service, said: “It’s good to see the team at Haydock Finance achieve strong Business Benchmarking results – particularly their high trust and helpfulness scores, which are crucial to building customer loyalty. We look forward to working with Haydock Finance as they build upon these results.”

Haydock Finance said it plans to pursue further accreditation with the Institute as it continues to focus on maintaining high standards of customer service.