A Testament to Outstanding Service and Culture

We are delighted to announce that The TCM Group has once again achieved the prestigious Customer First Accreditation, affirming our unwavering commitment to excellence in customer service, innovation, and continuous improvement.

This is the tenth consecutive year that TCM has won the award. The independent assessment, carried out by Customer First UK – the national standard for customer service, highlighted TCM’s strengths across three key areas: Customer Relationships, Market Awareness and People.

The assessor praised TCM’s proactive customer engagement, digital transformation, and vibrant organisational culture, awarding full compliance across all 30 assessment statements, with no areas identified for development.

Some of the key findings included:

• A customer retention rate of 75%, supported by personalised support via our Customer Success Managers.
• Strategic investment in platforms such as the Customer, Consultant and Delegate Zones.
• A robust digital and marketing strategy, including brand-specific websites and a strong presence at industry events.
• A high-performing team structure, combining a core staff of 16 with over 100 freelance associates, underpinned by targeted training, supervision, and clear values.
• Strong governance, underpinned by Investors in People Silver status, Safe Supplier Accreditation, and our ILM-approved centre status.

As our assessor noted:

“TCM is committed to delivering exceptional service, addressing client needs, and fostering a supportive, positive culture where its team can thrive.”

This accreditation reflects not just the systems and structures we’ve put in place, but the values we live every day: Innovation, Collaboration, Excellence, Courage and Integrity.

We are proud of this achievement and grateful to our customers, consultant partners, and team members who make it possible.

>> View the report