What can specialist financial lenders do differently to deliver exceptional customer services?

Put customers first, build relationships and have dedicated contacts.

Delivering an exceptional customer experience should be at the heart of every business, and the backbone of what they do. For 18 years, Bibby Financial Services Ireland has doing exactly that – putting our customers first. As Ireland’s leading independent provider of future-focused funding, we are 100% committed to ensuring that every interaction not only meets but exceeds our clients' expectations.

How do we do this?

Firstly, we believe that exceptional customer experience drives business success, and our impressive Net Promoter Score (NPS) of +57 reflects the trust and satisfaction our clients place in us. The score ranges from -100 to +100 and means a significant majority of our customers are not just satisfied, but delighted with our services. However, we’re not resting on our laurels. Our goal is continuous improvement, and pushing ourselves to set new standards in client satisfaction and loyalty.

To keep up with the ever-changing financial landscape and growing customer expectations, we recently launched ‘BFS 4.0’. This is a new, strategic initiative that blends the latest technology with the personal, human touch that makes Bibby Financial Services unique, and perfectly aligns with our ethos as a family business. Whether through digital platforms or face-to-face meetings, our focus is always on delivering a seamless experience that puts customers first.

Listening to our customers

Secondly, our commitment to customer experience is not just about service delivery — it's about listening, understanding, and acting on what our clients tell us. We’ve implemented a comprehensive Customer Feedback process which involves gathering insights through bi-annual surveys and regular visits from our Relationship Management team who connect with clients across Ireland. These interactions provide us with valuable feedback, ensuring we stay aligned with our customers' evolving needs.

Additionally, we engage surveys with new customers to help us assess the onboarding experience, while our annual Customer First Week initiative celebrates our clients through events and webinars that foster collaboration and appreciation.

We understand that every customer is unique, and we tailor our solutions to meet their specific needs. Our experience serving businesses of all sizes and sectors allows us to anticipate their challenges. By combining innovation with strong partnerships, we try our best create lasting relationships and deliver exceptional value.

And finally, we leverage our partnerships and relationships to enhance our customer experience.

For example, our ongoing partnerships with organisations like the Strategic Banking Corporation of Ireland (SBCI) and PTSB allow us to provide robust financial solutions for Irish businesses to help them seize opportunities and navigate challenges.

What our customers say? 

Our focus on customer experience is exemplified by the long-standing relationships we maintain with our clients. But don’t just take it from us – here’s what some of our clients have to say:

“They used to come out to us for orders, and I was always very pleased with the professionalism. We have now moved to a small business team as it is more suitable to us and so far they are great. It is all well run, and the contacts are very helpful.”

“Bibby Financial Services regularly support our payment requirements and support additional funding needs as needed”

“Good communication and explanation of process for potential increase of facilities.”

“The new online system has improved processes hugely; it is very easy to deal with.”

As we celebrate 18 years of serving Irish businesses, our commitment to exceptional customer experience is stronger than ever. We’re proud of the lasting partnerships we’ve built and the growth we’ve enabled for our clients. But we’re not stopping here—our focus is firmly on the future. With innovative solutions and strategic initiatives, we’re dedicated to staying ahead of the curve, always prioritizing the needs of our customers. Thank you for trusting us to support your business journey. Here’s to continuing our shared success for the next 18 years and beyond!

Bibby Financial Services is also a proud member of Guaranteed Irish, the national organisation that champions indigenous and international businesses in Ireland which support jobs, communities and provenance. Having this national symbol of trust is a testament to nearly two decades of unwavering commitment to employees as well as businesses in Ireland.