We’ve been awarded the ICS ServiceMark

We’re proud to announce Hodge has been awarded the prestigious ServiceMark accreditation by the Institute of Customer Service.

The ServiceMark is a national standard which is awarded to organisations committed to delivering excellent customer services and an on-going commitment to customers.

ServiceMark logo

Hodge was founded in 1965 and for almost sixty years the customer has  been at the heart of what we do.

We believe customer service is about how people feel when they interact with us and continuously looking for new ways to support customers. We treat each customer as a person and not a number.  We’re thrilled to have achieved our accreditation as it reflects Hodge’s values and our people’s passion to deliver the best possible outcomes for our brokers and their customers.

The results from the ICS were incredible, with customers and brokers rating us among the very best service organisations in the UK.  Following 33 random staff interviews, the ICS assessor was particularly impressed with our people’s passion towards Hodge, our customers and our culture.

“We always aim to deliver market-leading service to our customers. Being awarded this ServiceMark is a recognition that everyone at Hodge embodies our brand slogan, Always working with you, which means always thinking about the customer. This has always underpinned our ethos, and that hasn’t changed.” Dave Landen, CEO at Hodge.

“When our customers talk to us, they speak with empathetic, friendly, and knowledgeable people. Delivering products and services that really mean something to all of us. Ultimately, it’s about making a difference to our customers in the moments that matter.” Gareth Palfrey, head of customer service at Hodge

“A huge congratulations to everyone at Hodge for achieving ServiceMark accreditation, it requires a consistent focus on the customer and a clearly articulated service strategy that is understood across the business. It indicates that Hodge employees understand how great customer service is directly linked to the company’s success and that their individual actions make a big difference. They’re looking at different aspects of the business through their customers’ eyes – aligning want they do with the customer in the mind. It is great to see Hodge’s reptation being enhanced with this achievement, as they continue to build on their service proposition to deliver great customer outcomes.” Jo Causon, CEO, Institute of Customer Service.

Our customers rates us as…

84.2 or 2nd in our sector behind First Direct and 18th overall, nestled between Netflix and M&S energy.

The most trusted bank / building society in the UK.

9 out of 10 for helpfulness of staff.

Our brokers rates us as…

85.3 which is on a par with First Direct and top 10 in the UK overall.

90% for satisfaction when giving quotations for Hodge.

Nearly a third intend to increase their business with us in the next 12 months.