Hitachi Capital Consumer Finance (HCCF) is leading the finance industry in using customer feedback to shape both its service and products.
This customer focused approach has driven significant growth, with the lender providing a loan every 60 seconds.
The announcement comes in National Customer Service Week, a week long opportunity to raise awareness of customer service, and the vital role it plays in successful business practice and the growth of the UK economy.
National Customer Service Week (NCSW), is promoted by The Institute of Customer Service, and takes place between 5 – 9 October.
HCCF’s transparent approach to customer feedback uses Feefo to share reviews in real time. This approach has won the business a number of accolades for its Hitachi Personal Finance direct lending operation, including being voted the UK’s best direct loan provider by Your Money for the second year running.
Commenting on the technology Chris Mellor, head of customer service at HCCF said: “Real time customer feedback, whether through channels like Feefo or social media, have the ability to create a real step change in the finance industry, allowing us to deliver a service that is more responsive to customer needs.
He continued: “This is particularly important to our retailer partners, where we use the feedback to help shape more targeted offers and products, creating a streamlined experience across all channels, which is better for the customers and the retailers.”
Hitachi Personal Finance is the only personal loan provider to publish customer feedback on its website in real time. It uses Feefo to share customer feedback, allowing customers to make informed decisions about its service. It also uses the information to constantly improve its service levels. The lender currently has a 98 per cent customer satisfaction rating.
Hitachi also uses Touchpoint, to measure customer satisfaction for its retailers. The system monitors feedback after events such as quotation, order placement and delivery. The information is used to help shape retailer offers and address any service issues at an early stage.
Hitachi collates the feedback into a web-based reporting system to identify trends and respond to customers concerns. The process is highly flexible, and allows questions to be tailored to ensure they are relevant and meaningful, to the process and brand.
Hitachi Personal Finance launched in 2013 and has regularly topped the best buy tables. It was recently named the ‘Best Direct Personal Loan Provider’ in the Your Money Awards.
