A Kent-based group of veterinary practices is the first in the country to be awarded a coveted accreditation by Investor in Customers (IIC).
Pennard Vets, which has seven practices in Sevenoaks, Tonbridge, Maidstone, Allington, Borough Green, Langley Park and West Malling, have achieved a gold accreditation from IIC – an independent customer experience agency, which conducts thorough assessments, develops detailed insights and awards annual accreditations to businesses.
Customer services manager at Pennard Vets, Collette Rednall, who is also an IIC ambassador, said: “We are the first in our industry to go through the rigorous process and we are thrilled to achieve a gold award. Our scores were high across the board, but communication, understanding, friendliness and care of employees were particular highlights.
“There are just 36 businesses in the UK that have achieved gold status – so this a fabulous achievement for every single one of our 100-strong team. The accreditation reflects the dedication, commitment, and professionalism they all show on a daily basis.”
The IIC use a unique methodology to uncover the truth behind the customer experience delivered by an organisation, by seeking feedback from customers, employees, and the management team. With measurement across several dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty, IIC also pinpoints opportunities to improve and strengths to build on.
Collette added: “In addition to the IIC accreditation, I also became an IIC Ambassador in December last year, having passed a specialist and accredited training programme that covered everything from defining great service to communicating with confidence and driving great customer service within the practice.”
Managing Director at Pennard Vets, Jeff Gascoyne, added: “What Collette and the team have achieved is outstanding. To be the first in our industry to achieve this accreditation and one of only 36 in the entire country to get a gold, just shows how committed we are to our customers and our employees.”
In 2021, Pennard Vets became the largest veterinary practice in the world to become employee owned, through an Employee Ownership Trust (EOT), meaning its entire team are now practice owners and shareholders in the business.