e2e Total Loss Vehicle Management [e2e], is proud to be the first and only organisation in the salvage and automotive recycling industry to achieve the BSI Customer Service Kitemark™. The process to achieve certification took place over a seven month period, which concluded with a three-day audit and incorporated all aspects of customer service including strategy, culture, resources, people, technology, customer feedback and complaints handling.
The UK’s only nationwide salvage and automotive recycling network, e2e is dedicated to raising industry standards and places customer service at the very heart of its proposition for clients. The company is committed to and audited against customer service standards and performance SLAs, ensuring a consistently exceptional customer experience. In a client survey undertaken in December 2021, when asked to rate their overall satisfaction with the service received from e2e, 100% of respondents stated they were satisfied or very satisfied with the service. In the same survey, 100% of clients reported that they found e2e to be very or extremely responsive when dealing with queries and requests for information.
Jim Loughran, CEO at e2e said:
“We are absolutely thrilled to be the first in the salvage industry to achieve the BSI Customer Service Kitemark™. We believe our focus on customer service is what sets us apart from our competition. Our network recovers 500,000+ vehicles per annum and customer service excellence is evidenced by a justified complaints ratio of <0.1%. We know that we represent our insurer clients’ brands when dealing with their policyholders and that their reputation is in our hands. We take that responsibility very seriously and as a network, we are committed to customer care and removing friction from the total loss claims experience. We regularly seek customer feedback at an insurer and policyholder level, using it to benchmark our performance and achieve continual improvement.”
Natasha Bambridge, Global Consumer Promise Practice Director at BSI said:
“Congratulations to e2e Total Loss Vehicle Management for demonstrating that it is an organisation that puts customers first – the team should be very proud. Externally, achieving certification to the Kitemark™ will prove the organisation’s commitment to service excellence and internally it will help to embed a customer-first culture. We look forward to working with e2e again in the future so that the organisation can continually improve on the service it provides to its customers.”
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