7th February 2020
Capital One has once again been recognised by its industry peers for its commitment to innovation and customer service in financial services, as the company won two prestigious categories at The Cards and Payments Awards 2020.
The company was awarded top honours for Best Achievement in Customer Service and Social Inclusion in Financial Services. The awards acknowledge Capital One's sustained investment to help make credit simple.
The company was awarded Best Achievement in Customer Service for its customer-centric quality assurance (QA) programme. Capital One has overhauled its QA methodology to change from process to focus on the delivery of great customer outcomes and embedding a customer-centric model across all lines of the business. The judges said Capital One's efforts in engaging its teams to maintain a strong customer focus: "Keeping staff motivated and engaged is such a key driver of customer outcomes and Capital One has really addressed that with their very compelling entry."
Capital One's award for Social Inclusion in Financial Services reflects the steps it has made to improve its customer experience for vulnerable people. The company has worked to identify vulnerable customers and positively interact with them to suit their personal circumstances and behaviour, ensuring the right level of support is provided at the right time. In awarding Capital One, the judges commented: "The programme is embraced throughout the business. Capital One has proved they are serious about tackling financial inclusion."
The awards ceremony, held on 6th February at The Grosvenor House Hotel Park Lane saw major industry players come together to acknowledge and reward excellence in customer service, product design and innovation.
The awards recognise excellence and innovation in the UK and Irish card and payments industries, with the winners determined by an independent panel of industry experts.