Vancouver, BC – LGM Financial Services Inc. (LGM), a leading Finance and Insurance (F&I) provider in Canada with an exceptional track record for delivering outstanding F&I experiences, celebrates having consistently earned over 90% dealer satisfaction for their claims and sales service delivery. This milestone not only signifies a significant accomplishment for the firm but also positions LGM in the top quartile for service excellence.
‘Service Excellence’ has always been a core value and central to LGM’s promise to its valued OEM partners, dealers, and customers.
“As a company, we take immense pride in achieving and sustaining over 90% dealer satisfaction, a milestone that underscores our commitment to providing unparalleled F&I experiences. This accomplishment is a result of our tireless efforts, innovative strategies, and the strong partnerships we’ve cultivated within the industry and teams,” said Gad Campbell, Executive Vice President, Customer Experience at LGM.
Gathering feedback and meticulously gauging performance are important components in upholding this commitment and validating improvement. As such, the firm takes a multifaceted approach which includes Customer Satisfaction Indexing (CSI), surveying through J.D. Power, global consumer insights leader, and leveraging the Net Promoter Score (NPS) methodology, a marker which is particularly high for the firm and surpasses the insurance industry standard score by an astounding 143%. While LGM is particularly proud of over-indexing in this area, the feedback that is collected via comments is where they generate the most value.
“Customer feedback helps us to identify areas for improvement” says Campbell. “Our data team combs through thousands of pieces of feedback for trends that help us to prioritize initiatives that align with customer needs and preferences. The processes and tools in place provide a customer-centric perspective that guides business strategies for growth and sustainability” he concluded.
While the organization couldn’t be more elated by the results thus far, they have no plans to slow down their pursuit of top-tier claims and sales handling. LGM is currently looking at new ways to incorporate more touchpoints for an even deeper look into satisfaction along the customer journey which will no doubt stand to benefit the OEM brands, dealers and customers they serve.
About LGM Financial Services Inc.
LGM Financial Services (LGM) is a leader in Canada’s automotive space, focused on revolutionizing the consumer automotive experience through technology, transparency, and sustainability. Since 1998, LGM has been providing branded Finance and Insurance (F&I) products to distinguished automotive manufacturers and dealers across the country. LGM works to maximize dealership performance and customer satisfaction through products that are backed by an elite F&I sales and training program, and a comprehensive claims and dealer support network. For future information visit www.LGM.ca.
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