Awarded ‘exceptional’ customer service rating and Investors in People Bronze status
Burton-on-Trent, UK – 7 April 2015 – Clinigen Group plc (‘Clinigen’ or the ‘Group’, AIM: CLIN) today announces two important milestones in its pursuit of world-class customer service and commitment to developing the best people.
The Group’s Customer Service team was rated as ‘exceptional’ following a business benchmarking survey conducted by the UK’s Institute of Customer Service. The survey of Clinigen’s own customers rated the current level of service they receive. Clinigen scored well above the UK Customer Service Index’s average, which is based on a survey of 10,144 customers nationwide.
Clinigen has also received the Investors in People Bronze Award for championing the effective development of its 118 employees, an accolade held by less than 3% of recognized UK Investors in People businesses.
To make the customer service assessment, the Institute of Customer Services surveyed 200 of Clinigen’s customers from around the world on their experience and satisfaction with the Group’s Customer Services team. Responses were measured across five key priorities; professionalism, quality and efficiency, ease of doing business, timeliness, problem solving, and complaint handling.
Clinigen’s Customer Services team, based at the Group’s Burton-on-Trent headquarters, is the primary point of contact for a wide range of international healthcare customers. The team has been carefully selected for its multi-lingual capability and enables Clinigen to provide comprehensive product support to customers in their own language.
Jo Causon, Chief Executive of the Institute of Customer Service, said: “Business benchmarking enables organizations to compare themselves to some of the largest operators in the UK whilst surveying their own customers to gain a better insight into their needs, and develop strategies to meet them. By using the same survey as the national UK Customer Service Index, organizations can also review their customer service delivery against other sectors to find out what best practice looks like.”
Clinigen has been an Investors in People company since 2012. The Bronze standard was awarded after a recent assessment involving interviews with a range of employees and the results recognize the Group’s continuous achievements in previous years, the company culture and ongoing commitment to growth through talent.
Paul Devoy, Head of Investors in People, said: “Achieving the Investors in People Bronze standard demonstrates Clinigen’s maintained focus on its staff. It takes a sizeable commitment on the part of the employer and a long term pledge to champion employee support and development to reach this level. We congratulate Clinigen on its achievement.”
Peter George, Chief Executive Officer, Clinigen Group said: “We are proud to receive confirmation of the value that we place on our people from such highly regarded organizations. As demonstrated by our world-class customer services team, it is these expert, dedicated employees that make the Group the success it is. Clinigen has always fostered a culture of community, excellence and continued development and to have this also recognized by the Investors in People Bronze standard is a great achievement.”
Notes To Editors
About Clinigen Group
The Clinigen Group is a specialty global pharmaceutical company headquartered in the UK, with offices in the US and Japan. The Group, dedicated to delivering ‘the right drug, to the right patient at the right time’, has three operating businesses; Specialty Pharmaceuticals (Clinigen SP), Clinical Trials Supply (Clinigen CTS), and Global Access Programs (Clinigen GAP). Clinigen SP focuses on acquiring and in licensing specialist, hospital only medicines worldwide and commercializing them within niche markets. Clinigen CTS sources commercial medical products for use in clinical studies only, including comparator drugs, adjuvant drugs and rescue therapies. Clinigen GAP specializes in the consultancy, development, management and implementation of programs providing access for patients and their clinicians to drugs not available in their markets. For more information, please visit www.clinigengroup.com.
Issued for and on behalf of Clinigen by Instinctif Partners.
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Melanie Toyne-SewellManaging Partner