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 a 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. 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.
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.
