Winners of ‘Best use of Voice of the Customer’ Engage Award 2020!

We’re so excited Stanmore Insurance brokers (our parent company) has been awarded the ‘Best use of Voice of the Customer’ award at this year’s Engage Awards. The Engage Awards are recognised as the only award programme to celebrate both customer and employee engagement.

The ‘Best use of Voice of the Customer’ is for organisations that have improved its understanding of customer behaviour and needs, who have used this information to help improve customer experience.

Like all businesses this year, both our customers and ourselves were affected by the COVID-19 pandemic. Our MD Jackie Hyde is a huge advocate of the Early Years sector and wanted to find ways to support our clients to survive the pandemic, as most insurance policies would not be covering this.

At the start of the pandemic, Jackie hosted several calls to bring together nursery sector leaders to discuss ideas. Jackie worked with our insurer Aviva to put the suggestions into action. In July, amid the national lockdown, the COVID-19 Early Years Response Group (now named Think EY) approached Jackie for some advice. The result of this collaboration was a suite of documentation for nurseries to help them re-open safely. This included a Claims Defensibility Guide and a set of standard operating procedures to help nurseries comply with new guidelines. She also convinced one of the UK’s largest HR & Health & Safety advice providers to offer their service free-of-charge to the entire sector. This service, including the 24/7 helpline has never been offered free of charge.

“We’re so proud to win this award, especially this year when it’s been a challenging year for most. It was important for me to be able to support the sector we have worked with for 17 years, despite not being able to offer an insurance solution I feel we helped the best we could and feedback from customers on the documentation has been good. We’re ending 2020 on a high”. Jackie Hyde, Managing Director, Stanmore Insurance Brokers/ dot2dot Nursery Insurance.

Stanmore Insurance won the prize against tough competition from BMW, Newcastle Building Society (last year’s winners) and Places of People.