Clayton West-based integrated communications provider Adare SEC has scored 82.4 out of 100 in an independent nationwide customer satisfaction survey, making it one of the best performing companies of its type in the UK.

Carried out by the Institute of Customer Service, the UK Customer Satisfaction Index (UKCSI) survey is the country’s largest cross-sector customer benchmarking study. Each year, it polls more than 10,000 customers in 13 sectors and generates around 45,000 responses.

Five key areas relating to customer service are measured by the UKCSI – experience, complaint handling, customer ethos, emotional connection and ethics.

It is the first time the company has been benchmarked by the UKCSI. Adare SEC’s score of 82.4 was higher than both the UK average for all businesses, which is 77.1, and the banks and building societies sector average of 79.7.

Adare SEC has a turnover of £69.7m and employs 440 people across its facilities in Clayton West, Redditch and Nottingham. The company produces and sends around 750 million critical customer communications every year, in both physical and digital formats. Adare SEC’s clients include multinational commercial bank Santander, financial services company Allianz, global professional services firm Aon and nature conservation charity RSPB.

Commenting on the survey results, Adare SEC’s customer service director, Amanda Taylor, said: “To receive such great results from our first UKCSI survey is testament to the high standards of customer service we give our clients. Our aim is to offer clients unparalleled service excellence when it comes to their integrated communications and the findings of the survey highlight this.

“Although our results are very encouraging, we will not rest on our laurels. As part of our ongoing transformation strategy, we are committed to continually developing, improving and evolving our customer service offer so we can provide the best possible levels of delivery and experience.”

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