Haydock Finance, based in Blackburn, Lancashire, has achieved a score of 86.7 in the latest independent UK Customer Satisfaction Index (UKCSI), significantly outperforming the financial sector benchmark.

The score, measured by the Institute of Customer Service (ICS), compares favourably to the average for UK Banks and Building Societies, which stands at 80.0, and the all-sector average of 76.1. The results position the North West finance firm as a high performer among B2B organisations participating in the ICS Business Benchmarking programme.

Haydock Finance, which serves clients through an introducer base (business partners and brokers), was rated on 26 aspects of customer experience, including reputation, complaints handling, and trust.

The company achieved particularly high metrics in customer advocacy. Its Net Promoter Score (NPS), a measure of customer loyalty and willingness to recommend, was 64.7. This is more than double the UKCSI all-sector average of 21.1 and well above the financial services benchmark of 31.0.

Staff were consistently praised by customers, with the company achieving a score of 9.2 out of 10 for staff helpfulness and competence.

Andy Taylor, Sales Director at Haydock Finance, commented on the findings: “We are absolutely delighted with the results of this year’s Customer Satisfaction Index. It’s fantastic to see our introducers acknowledging not just the quality of our service, but also the efforts of our dedicated team members who consistently go above and beyond.”

Jo Causon, CEO of The Institute of Customer Service, noted: “It’s good to see the team at Haydock Finance achieve strong Business Benchmarking results – particularly their high trust and helpfulness scores which are crucial to building customer loyalty. We look forward to working with Haydock Finance as they utilise this clear and actionable feedback to further build upon these results.”

The high performance across key metrics like loyalty, advocacy, and trust signals the strength of the business's relationships within the financial intermediary market.