The reputation of any company is ultimately driven by authentic customer feedback and endorsement.
At i:protect, we have a great record in terms of delivering good service. To add weight to featuring this on our website, we refer to the genuine unsolicited letters and emails we have received from our customers. These confirm personal experiences when claiming.
Of course, these days, when buying on-line we look for more. Having found the type of product we are looking for, most of us immediately check out what other buyers have said on review websites. In some respects customer reviews can be a little biased. People who have had a bad experience would probably be far quicker to complain than those who were simply satisfied buyers. Of course, if your product or service delights a customer, they might want to tell others about it, which is brilliant.
We have received excellent on-line feedback from delighted customers. Many have left comments on the leading customer service rating website; The Review Centre. We are very proud of being rated number one in our sector by The Review Centre. Their link, which has a live data showing our current customer satisfaction score, is on the i:protect Home Page.
However, we received a very negative individual score recently. I picked this up on Monday 20 February. Unfortunately the score and comments on The Review Centre website were left anonymously. What the person complained about was absolutely true. Unfortunately we had no means to identify the person concerned, so we could not explain or in any way compensate that individual customer.
This is a shame, as the anonymous feedback stated, in no uncertain terms, that we did not answer the phone to help them with their claim. They had tried calling repeatedly but no one would pick up. I also suspect they tried to email and drew a blank there as well. In that customers eyes i:protect were a disgrace and could not be trusted…. Frankly there is nothing worse than letting someone down in their hour of need. There was no escaping this, on that day, Friday 17 February, i:protect let down this customer completely. But why?
This was due to a power failure. Nothing was working at i:protect’s offices at Wessex Group in Winchester from 4am in the morning until almost 2pm that afternoon. We usually pride ourselves by offering a 24 hour on-line service with active help and telephone /email assistance during regular office hours. But that day it was simply impossible. The severing of a main power cable by a water company excavator ‘took out’ the centre of Winchester. Unlike a straightforward power cut, all systems had to be checked for surge related damage and our telephone system had to be completely restored.
Lessons learned? Other than placing notification on the website a bit earlier, perhaps a bank of mobile phone numbers could be supplied so customers could call those numbers instead? In hind sight this would seem to be a future option, but of course, unless a customer checked the website to get the numbers, they would still hit the same problem. However, speaking to our staff using a temporary number would at least enable us to explain the situation. When our systems were still down we could not have progressed matters, indeed staff would have had trouble even checking files in unlit offices.
Naturally, we were expecting power to be resumed at any time. Not so as it turned out.
If you tried to call i:protect on Friday 17 February, firstly we apologise. If you were the person who gave unfavourable feedback – I hope this explanation helps. More importantly however, I sincerely hope we have since resolved matters for you. If not, please get in touch again so we can do so.


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