head of sponsorship and corporate responsibilty, Aviva.
As the largest insurer in the UK, Aviva provides life, pension, investment and general insurance products to over 19 million customers. With such a large operation, customer care is central to our business and, so, we're delighted to be sponsoring the Customer Care "Plus" Award.
Norwich provides the heartbeat of our UK General Insurance business with its headquarters based in the centre of the City. As Norwich's largest private sector employer we are proud to have such strong links with the area which go back over 200 years. Aviva is also sponsor of Norwich City Football Club, working closely with them on numerous community projects.
All of the finalists in the Customer Care 'Plus' category stood out from the crowd with their special efforts to please their customers. One in particular though proved to be a shining example - Wroxham Barns. The whole ethos of Ian Russell who runs this top tourist attraction, is to put the customer at the heart of everything they do - from how they deal with customer feedback to how they continually reinvest to improve their customers' experience. Their employees are trained to the highest standard, something that's evident from the minute you arrive. Wroxham Barns are an inspiration to us all.
With 45 shops across East Anglia, this Lowestoft based family-run company relies on good customer service to succeed in a really competitive market. They take great pride in servicing their retail and rental customers and are currently offering major support for the digital switchover. Robert Hughes has been rolling up his sleeves visiting customers, giving advice and retuning sets. Their attention to detail and willingness to offer customers free goods to tide them over until their ordered equipment arrives sets them apart. Hughes meets the 'Investors in People' criteria to Silver Standard, an accolade awarded to only the top 300 companies nationwide.
Since founding the company in 2006, Mark and Pippa Redmond have developed their business design and print services to meet and exceed the needs and expectations of their client base. Operating a 24/7 service at no additional charge they set themselves apart from their competitors by offering the same outstanding service, whatever the size of the job. Customer contact from start to finish is important to them and they regularly seek feedback and act on suggestions. Going the extra mile is standard practice, summed up by a client who said: 'we know we wouldn't get this level of service from any other company'.
Ian Russell and his team at Wroxham Barns leave no stone unturned in their pursuit of excellent customer service. They've created one of Norfolk's top shopping and tourist attractions, a must-visit for families of all ages, who enjoy an array of shops, a farm complex, café and mini golf. Ian and the Russell family measure success in the number of return visitors and they take customer feedback seriously, responding with improvements and further investment. They enjoy the continued accreditation by VisitBritain for 'Quality Assured Visitor Attraction' who commented on the 'very high standard of service received from all the staff'.