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UK consumers

more likely to recommend Hitachi Capital Consumer Finance than any other provider

Hitachi Capital Consumer Finance, which employs 300 people at its headquarters in Leeds, has been officially accredited by the Institute of Customer Service (ICS), making it the first and only financial services firm in Yorkshire to be recognised by the ICS for its high standards of customer service.

Last week, the ICS presented the Hitachi Capital Consumer Finance, a subsidiary of Hitachi Capital (UK) PLC, which provides personal, motor and retail finance solutions to customers across the UK, with a plaque to recognise the accreditation. Watch a video of the presentation below.

The accreditation follows the company’s incredibly strong performance in the ICS UK Customer Satisfaction Index last November. The Hitachi Capital team scored 92.2 points (out of 100), putting the company well above the UK national average of 76.2, which is based on a survey of 10,000 customers.

The ICS surveyed Hitachi Capital customers to capture their satisfaction, compared to their experiences of other financial institutions. Customers were asked to rate organisations on a range of different criteria including ease of doing business, how complaints were handled, the attitude of staff, and how likely they would be to recommend the company to a friend.

The business was 12% above the UK average for banks and building societies for how it does business across its website, over the phone and in writing. It also significantly surpassed banks and other finance providers when it came to customer retention. When asked on a scale of 1 – 10 how likely people were to remain as a customer, the average score was 9.3, compared to an average 8.2 for the finance sector as a whole.

Hitachi Capital Consumer Finance has consistently come out on top for customer service and customer retention. Last month the team scooped up the prize for Best Direct Personal Loan Provider in the YourMoney.com Awards for the third year running. The ICS accreditation confirms that the West Yorkshire business is one of the best-performing for customer satisfaction, which is supported by its Feefo score, which has never dropped below 98%.

Gerald Grimes, Managing Director of Hitachi Personal Finance, said:

“We have heard many times from the FCA, the Bank of England and other leading voices in the industry about the importance of treating customers in a fair, open and transparent way to rebuild trust in the industry. At Hitachi Capital Consumer Finance, we have always been committed to delivering the highest levels of customer service and it’s fantastic that we have been recognised for this. This research from the ICS is clear evidence of the importance we attach to delivering on our promises.”

Jo Causon, CEO, Institute of Customer Service, added:

“Hitachi Personal Finance understands that a company-wide commitment to providing outstanding customer care, backed by an effective improvement strategy, can ultimately have a very positive affect on the bottom line. Achieving ServiceMark is a demonstration of the internal determination to build on and improve the standards of customer service, and the insight gained from the customer feedback as part of the accreditation will help the business with their existing strategy for offering customers what they want, when they want and how they want it.”


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ICS Presentation

ICS accreditation

  • Scored 92.2 points out of 100 for customer satisfaction

  • It was 12% above the UK average for banks and building societies for how it does business online

  • On a scale of 1–10 for likelihood of people remaining as customers, the company scored 9.3

  • Consistent Feefo customer satisfaction score of at least 98%