Northgate's commitment to putting our Customers First

Customer First is Northgate’s promise to deliver an exceptional customer experience that sets a standard in the industry. It is a promise from us to fully understand your needs and support you at every step of your journey with us.

 

Our Customer First charter is a set of behaviours you can expect from us, providing clarity, alignment, accountability, and guidance on what 'Customer First' means to Northgate.

 

Our team has gone above and beyond to address your concerns in order to guarantee you an incredible customer experience. We are dedicated to going the extra mile to ensure your satisfaction with our service. Here’s how:

 

 

Customer Surveys

 

We are conducting in-branch customer surveys to continuously monitor our service performance and gather feedback directly from you, our valued customers, whilst creating an opportunity to engage with you face-to-face and demonstrate our commitment to meeting your needs.

 

Additionally, we will collect further feedback at various touchpoints of your Northgate journey, helping us gain real-time insights into our strengths and identify areas for improvement.

 

We genuinely value your opinions. They help us to enhance not only your customer experience but also our products and services.

 

If you would like to provide feedback on your experience with Northgate, you can do so using the link below.

Thank you for being a part of our journey.

 

 

Customer Enquiry Hub

 

We have recently launched the customer enquiry hub allowing you to have a single place for enquiries, collecting the relevant information to process your query effectively and ensure that all queries are routed directly to the appropriate response team.

 

 

Centralised Insurance

 

We understand that receiving multiple calls from various branches requesting updated insurance certificates can be frustrating and time-consuming. To improve this, we have centralised our insurance process to deliver a streamlined customer experience with a single point of contact for insurance renewal.

 

This eliminates the need for multiple responses, resulting in a quicker and smoother process that minimises the potential for errors and reduces the amount of time you spend on the phone with us, helping you focus on your business.

 

 

Exemplifying Customer First Values

 

Congratulations to Mark Winter, Mobile MVT at our Cannock branch, for exemplifying the Customer First values with exceptional dedication to delivering top-notch service and going above and beyond.

 

Our colleagues are the bedrock of our business, and we love to highlight when they have gone above and beyond to deliver great customer experience – hear about our colleague Mark’s service commitment below.

 

A quote from a non-Northgate customer: “While stranded on the side of the dual carriageway with a blown tyre, I received assistance from Mark who took the time to change my tyre to my spare when the AA's estimated arrival was three hours. I am sincerely grateful for his kindness and efficiency. Mark is a true asset to your company, and his exemplary service ensures that I would not hesitate to choose your company for future needs and recommendations.”

 

Do you know one of our team who is going above and beyond and providing great customer service to you? We would love to hear from you. Email us at customer.first@northgate.co.uk

 

 

Looking Ahead

 

We are continuously looking to improve the way we do business, taking on your feedback to deliver the Northgate experience you deserve. Watch out for further developments!