Speaking volumes of its time-tested customer service, Cebuana Lhuillier, has been granted by the International Customer Service Standard Organization (ICSSO) the re-certification of its Gold status to the International Customer Service Standard.
The company gained an overall average score of 8.70 after a four-day on-site visit by the ICSSO assessment team last April—the highest overall score ever achieved by an organization. This indicates that Cebuana Lhuillier is abreast with global standards in customer service and consistently carries out such standards across the entire enterprise.
“Excellent customer service is in the core of our business. This is one of the factors that made Cebuana Lhuillier the well-loved brand that it is now. Getting this recertification is a testament to our dedication to continually deliver the best possible customer experience. I’m glad that our efforts to improve and innovate for the welfare of our clients are being recognized by industry authorities,” said Cebuana Lhuillier President and CEO Jean Henri Lhuillier.
Assessors from the ICSSO commended the company for its proactive involvement of customers in the design of its products and services, and the innovation and amount of research projects constantly taking place to ensure Cebuana Lhuillier customers are well taken care of. The ICSSO team was also praised the company for having a product offering that is reflectiveof what clients need and desire, its demonstration of corporate responsibility through involvement in the community and care for the environment, and its collaborative and cross-functional operation as a coherent entity.
Moreover, Cebuana Lhuillier’s complaints-to-commendation ratio has likewise improved based on the assessment. From a 14:1 ratio in favor of complaints in 2014, it now stands at 3:5. The company now has more positive client feedback as opposed to complaints. Also, based on the customer satisfaction survey, the satisfaction level has also improved from 87.91% (2014) to 88.41% (2015).
With over 1,800 branches in the Philippines, Cebuana Lhuillier is considered as the leading microfinancial institution in the country. The company offers a range of microfinanciaul products and sercvices, anchored on the ultimate goal of achieving financial inclusion for Filipinos.