Cumberland makes it five platinums in a row
Over 2,000 customers have posted online reviews in the last year praising the Cumberland Building Society - helping it achieve a Feefo Platinum Trusted Service Award for an amazing fifth consecutive year.
Of the 2,110 verified customer reviews, more than 90 per cent gave The Cumberland the maximum five stars, and 98 per cent gave four or five stars.
Diane Shirvinton, a customer adviser at the Cumberland’s English Street branch in Carlisle, was singled out for praise in multiple Feefo reviews.
She said: “I try to treat customers as I’d like to be treated. We aim to be friendly and professional, have a good knowledge of the products that we’re talking about and always listen to the customer.”
To achieve platinum status, an organisation must attain Feefo’s gold standard for three consecutive years. Therefore, the Cumberland’s five platinum awards represent eight years of outstanding customer service.
The Society invites customers who take a product out or open an account to leave a Feefo review. The genuine customer reviews are a true reflection of The Cumberland’s commitment to kinder banking from its team of real people who aim to exceed customer expectations and deliver a fantastic experience.
Diane added: “It’s really nice to get such positive feedback. I think the Cumberland’s success is down to the selection of colleagues and the training we get. Experienced colleagues like me can be role models for younger colleagues who might not have been in a customer-facing role before.”
Feefo established the Trusted Service Awards in 2014 to recognise brands that receive exceptional feedback from their customers.
Tony Wheble, chief executive of Feefo, congratulated the Cumberland on retaining the Platinum Award yet again.
He said: “It’s inspiring to see organisations like the Cumberland Building Society consistently going above and beyond for their customers.
“The Trusted Service Awards recognise businesses that don't just meet expectations – they exceed them. They celebrate organisations that gather genuine feedback and use it to deliver exceptional customer experiences.”
Based in Carlisle, the Cumberland is Cumbria’s largest financial institution with assets of £3.2 billion, mortgage lending of £2.6 billion and 31 branches across Cumbria, Northumberland, Lancashire and southwest Scotland.