National standard is awarded by the UK’s Institute of Customer Services to best-in-class companies
Clinigen Group plc (‘Clinigen’ or the ‘Group’, AIM: CLIN) the specialty global pharmaceutical company, has been awarded the ServiceMark accreditation by The Institute of Customer Service (‘The Institute’) in recognition of the Group’s commitment to, and achievement in customer services.
Achieving ServiceMark accreditation positions Clinigen amongst the top-performing customer service providers in the country. To make the assessment, The Institute evaluated customer satisfaction feedback and reviewed the degree of employee engagement with Clinigen’s customer service strategy.
Customer satisfaction was measured through the Business Benchmarking UK Customer Services Index which is based on feedback from the Group’s own customers. Clinigen scored well above the UK Customer Service Index’s average of 76.1, and achieved a benchmark figure of 84.
The performance and attitude of Clinigen’s employees was measured by an independent assessor across key priorities including; commitment, creativity, professionalism, quality and efficiency, problem solving and ease of doing business.
Clinigen’s Customer Services team, based at the Group’s UK headquarters, is the primary point of contact for a wide range of international healthcare customers. The team members, who collectively cover up to 20 different languages, have been specifically selected to provide this multi-lingual capability, enabling Clinigen to provide comprehensive product support to customers in their own languages.
Jo Causon, Chief Executive of The Institute of Customer Service, said: “Clinigen is part of a growing band of organisations who understand that a well thought out customer service strategy can positively affect the bottom line. Achieving ServiceMark is a sign that Clinigen is determined to demonstrate a commitment to continuously improve customer service standards and constantly evolve plans for service improvement. By acting on the insights gained from customer feedback as part of the ServiceMark accreditation, Clinigen will be in a stronger position to offer customers what they want, when they want and how they want it.”
Peter George, Chief Executive Officer, Clinigen Group said: “The expertise, commitment and proactive attitude of our customer services team, and indeed all our employees, is absolutely vital to our continued success. We work hard every day to provide our internal and external customers with an extremely high level of service, from the first enquiry to delivery and on-going support in a seamless, efficient manner. We set ourselves a very specific target two years ago to reach world-class customer service levels, which we have strived to achieve, so to have this achievement formally recognized by such a prestigious Institute means a lot.”
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About Clinigen Group
The Clinigen Group is a specialty global pharmaceutical company headquartered in the UK, with offices in the US and Japan. The Group is dedicated to delivering ‘the right drug, to the right patient at the right time’. In April 2015, Clinigen acquired Idis, the market leader in the global supply of unlicensed medicines. The Group now operates as four synergistic businesses; Clinigen Specialty Pharmaceuticals, Clinigen Clinical Trial Services, Idis Managed Access (this now includes the previously branded Clinigen Global Access Programs business) and Idis Global Access.
For more information, please visit www.clinigengroup.com
Peter George, Group Chief Executive Officer
Shaun Chilton, Group Chief Operating Officer
Tel: +44 (0) 1283 495 010
Instinctif Partners (media relations)
Melanie Toyne-Sewell/Jen Lewis/Emma Barlow
Tel: +44 (0) 20 7457 2020