YOU SAID
WE DID

PUTTING THE CUSTOMER FIRST

As a customer-centric business, we’re continuously looking at ways to maximise the delivery of our customer care.  To do this right, it’s important we listen to the people that matter most to us: YOU.

As we enter the next stage of our customer strategy, we’ve been speaking to clients to find out what we’re doing well, what areas we can improve and what changes are needed to maintain our excellent levels of customer service.

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Our Net Promoter Score

Rated "Excellent" by Trustpilot

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Our customer satisfaction rate

HIGHLIGHTS

YOU SAID:

"When I call the customer line it can often be quite time consuming as I have to go through a long process selecting numerous options before I can speak to someone."

WE DID:

No option telephone line

We’ve removed our IVR system so now, when customers call us, they get straight through to a dedicated member of our customer experience team.

YOU SAID:

"I’m busy and don’t have the time to speak on the phone. I prefer not to speak on the phone. I wish there was another method I could use to speak with you.”

WE DID:

Chat with an online advisor

We have now implemented a new livechat function built in to our website. Between the hours of 8.30am – 5pm, our instant chat feature will be managed by member of our team, on hand to respond immediately to any query you have.

YOU SAID:

"I'd rather have a single point of contact for my customer needs."

WE DID:

Dedicated customer experience team

With a rapidly expanding customer base, it's vital that we give all of our customers the first-class service they deserve. To ensure this, we've invested heavily to expand our team of professionals.

THE FUTURE

Here at Great Annual Savings, we never rest on our laurels.  It’s ingrained into our culture to strive to be the very best at everything we do, with customer care being our number one priority.

Keep your eyes peeled for some exciting changes occurring in the business throughout 2021, including:

New state-of-the-art premises

Upgraded software

Dedicated call answering team

CUSTOMER CHARTER

CUSTOMER JOURNEY

Ramside Hall

CUSTOMER REVIEWS

TWR Group Case Study

how are we doing?

We’re constantly looking at ways in which we can further enhance the satisfaction of our customers. In order to do this, we make it a priority to listen to what out customers have to say.

Paul JohnsonGroup Financial Director

About Paul

Paul Johnson is very much a home-grown talent.

He joined Great Annual Savings Group in its infancy, fresh from a youth career as a professional footballer with Hartlepool United.  He quickly established a reputation within the business and aced all required accountancy qualifications in the space of four years to become the Group’s Management Accountant.

Several successful projects later, Paul was promoted to Head of Finance.  When the former FD left GAS, he took on the mantle of the business’ most senior finance professional; boasting a string of incredible achievements all under the age of 30.

Paul JohnsonGroup Finance Director

Paul Johnson is very much a home-grown talent.

He joined Great Annual Savings Group in its infancy, fresh from a youth career as a professional footballer with Hartlepool United.  He quickly established a reputation within the business and aced all required accountancy qualifications in the space of four years to become the Group’s Management Accountant.

Several successful projects later, Paul was promoted to Head of Finance.  When the former FD left GAS, he took on the mantle of the business’ most senior finance professional; boasting a string of incredible achievements all under the age of 30.

Quote:

“I have witnessed phenomenal growth at the Group over the many years I’ve worked here and I’m looking forward to guiding the Group into an exciting new chapter.”

Interesting fact:

Paul made his professional debut for Hartlepool United against Bournemouth in the Football League.  Some say Danny Ings still resides in his pocket to this day.

Customer Journey

Customer Charter

Adam BrownGroup Marketing Manager

A graduate of Sunderland University in 2011 in Sports Journalism, Adam spent the first few months of his career working as a Journalist before deciding he would enjoy applying his skills on the other side of the fence.

Adam says
"Journalism just wasn’t for me. Like all students when they graduate, I felt obliged to pursue a career in my chosen area of study, before quickly realising I had a diverse skill set that was better suited to the Communications and PR side of things. I gained a wide range of knowledge of writing and the media through my time at University and in the industry, so it was a smooth transition.

In December 2015, Adam leapt at the opportunity to join Great Annual Savings, tasked with the responsibility of setting up and establishing the Marketing Department.  In his short time with the company, he has expanded the team to seven members, with additional scope to grow further.  He has also implemented a successful PR strategy which has seen the company develop its brand reputation in a very competitive market.

Judith BennisonExecutive Director

About Judith

Judith was part of the team who initially set up Great Annual Savings in 2012, she brings with her an abundance of senior management experience, managing the HR/Resourcing functions in numerous fast growing FTSE250 companies including De La Rue International PLC, Blacks Leisure Group PLC and most recently G4S PLC. Judith has played a pivotal role in helping move the business forward with our ambitious growth plans and her impact has seen our head count grow significantly year on year with significant plans in place to manage and lead the continued growth going forward.

Bradley GrovesChief Executive & Founder

About Brad

Having founded GAS in 2012, Brad has overseen the company’s huge growth in a short space of time. Starting from modest surroundings in South Shields, rapid progress has seen the business move to its current office in Seaham, which is being expanded across the business park to create an 80,000 square foot GAS campus, featuring one of the finest headquarters buildings outside of London and Manchester.

The majority of Brad’s career has been spent on the boards of FTSE companies, at board level in the private sector and in turnaround private equity.  He was Group MD of Caudwell Group and worked on its sale in 2006 for £1.5 billion.