The Admiral Group is a highly profitable and fast-growing financial services intermediary. It now employs more than 9,000 people at its offices in the UK, Spain, Italy, France, USA, Canada and India. All its growth has been organic.
Although its growth has been swift, some things remain the same as when Admiral first launched. It is still headquartered in south Wales and it still holds true to its original core values.
It believes everyone with an interest in the success of the company is a stakeholder, this includes staff, customers, the local community, investors and suppliers. The company philosophy is that people who like what they do, do it better. This is illustrated in the company's Ministry of Fun, which organises fun events for everyone in the company.
And after many years Admiral still cultivates a can-do ethic amongst everyone who works in the organisation. Most important of all, Admiral values its customers and believes good service and customer satisfaction is crucial for success.
Every department in the company asks its customers to rate the service they have received and great service is promoted and recognised in every department. We receive feedback from over 30,000 customers a month and the results are essential in measuring the quality of our service.
The structured approach we use to analyse our customers’ feedback has at its core our responsibility to our customers. We employ highly effective root-cause analysis which ensures we constantly monitor the quality of our customer service and continue to treat our customers fairly.