A Kent group of veterinary practices is claiming to be the first in the country to be awarded a gold accreditation by Investor in Customers (IIC).
Pennard Vets, which has seven practices in Sevenoaks, Tonbridge, Maidstone, Allington, Borough Green, Langley Park and West Malling, has achieved the accreditation from IIC – an independent customer experience agency, which made the award after a thorough assessment.
Collette Rednall, customer services manager at Pennard Vets and 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 methodology uses feedback from customers, employees, and the management team to assess 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.
In 2021 Pennard Vets became the largest veterinary practice in the world to become employee owned, meaning its entire team are now practice owners and shareholders in the business.