With record profits and healthy reserves, The Cambridge Building Society’s strong financial performance in 2023 would be an understandable place to launch into a review of the business. But CEO Peter Burrows has something else on his mind. “It’s been a fantastic year – we are really pleased,” he begins. “It’s been really good in terms of the scores we’ve received for customer service. “We have a third party organisation that does independent polling of our customers twice a year and the average on the basket of measures is the highest it’s been for years. We are back higher than where we were …
