Feedback from Prism Network’s customers, employees, and contractors was independently collated and analysed by Investor in Customers, who assessed Prism Network’s ability to deliver a gold-standard customer experience.

The company was judged on how well they understand and meet customer needs, delight customers, and engender loyalty.

Mark Orton, Managing Director of Prism Network, said: “We’re absolutely delighted with the result and especially proud to be recognised for how fairly we treat our customers, which is our highest scoring area.

“This is particularly important when you consider the pivotal role we play in meeting the needs of both insurers and policyholders.”

James Edmonds, Customer Experience Director at Investor in Customers, added: “To earn IIC’s Gold award is an excellent result and reflects an organisation where a strong culture of customer experience is driven from senior management downwards.”

A gold performance in many areas

Prism Network’s customers rated them highly for having behaviours that demonstrated fairness, integrity, and honesty. This was echoed by employees who said the company could be relied on to do what’s right for customers.

Mark added: “It was reassuring to see our customers using words like ‘helpful’, ‘knowledgeable’, ‘efficient’, ‘reliable’, and ‘fast’ to describe us. This is a testament to our team's relentless focus on our customers.”

One of the contractors Prism Network uses to do building repair work also added: “I personally believe that Prism Network does a lot of things better than their competitors and appear to have better systems and procedures in place.”

There’s always room to improve

Gold status doesn’t mean there isn’t room for improvement. In fact, stakeholders were invited to provide feedback to help Prism Network sustain their gold-level performance.

Mark explained: “We genuinely appreciate the suggestions from customers, employees, and contractors – and will ensure we review and act upon them.

“Like many businesses, one of the challenges we face right now is creating the best environment for our people to thrive and equipping them to better anticipate the needs of our customers. After all, they underpin our organisation’s success, so retaining their talent is critical.

“Secondly, while technology helps us to work smarter and more quickly, some of the feedback suggests the permanent removal of face-to-face meetings – as a fallout from the pandemic –sometimes hinders our industry’s ability to communicate effectively.

“Everyone in the process chain must work harder to share information when progressing an insurance claim.”

The Prism Network team will now celebrate their successes and reflect on what they can do to keep delivering a gold performance.

Mark concluded: “We want everyone who encounters us to see and feel our passion for our work. This award recognises the lengths we go to deliver an outstanding customer experience. I want to thank all the members of Team Prism for their hard work and commitment.”