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Q. How long does it take to complete the award process?
Q. How much work does it involve for our staff?
Q. Can I talk to any existing companies with the award?
Q. Do we get a plaque for the wall?
Q. How long does the award last for?
Q. Can we take the opportunity to ask our customers a few questions of our own?
Q. How was the IIC model developed?
Q. Does IIC apply to consumer brands as well as B2B?
Q. How do we make the most of our award?
Q. Can we sign up for more than one year?
Q. Do you offer consultancy services?
How long does it take to complete the award process?
Typically, the award process takes five weeks.
Week 1: Logistics
- Confirm customer and staff samples.
- Data preparation.
- Agree additional questions
- Loading the data files onto the system and customising the process
- Giving customers advance warning
- Communication to customers giving them advance warning
Week 2/3: Research campaign
- The customer and staff research phase lasts for 2 weeks during which time we would send out a couple of customer reminders, each one of which will prompt a further response.
Week 4/5: Analysis & feedback
- We would analyse the results, prepare the report, establish the award status and arrange for scrutiny/sign off.
- Feedback the results to the client
- Provide a summary the client can share with customers and staff
- Supply IIC award pack
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How much work does it involve for our staff? ( back to top )
Very little. You have to specify any additional research requirements, provide the data and let customers and employees know the research is about to take place (we will supply a template).
You then leave the rest to us.
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Can I talk to any existing companies with the award? ( back to top )
Yes, we will supply details at the appropriate time.
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Do we get a plaque for the wall? ( back to top )
No, but we will present you with a framed Certificate plus a specially commissioned piece of glassware - designed exclusively for us by Dartington Crystal incorporating your company logo and the number of stars. You can order additional copies.
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How long does the award last for? ( back to top )
Markets are fast moving, reflecting changing customer needs, the award is valid for 12 months.
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Can we take the opportunity to ask our customers a few questions of our own? ( back to top )
Yes. You can add up to 5 additional questions for both customers and employees, subject to additional cost. This gives you the opportunity to ask business specific questions “while the bonnet is up”.
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How was the IIC model developed? ( back to top )
We started off in 2006 with a concept, articulated in three words, Investor in Customers. Research into best practice gave us a detailed analysis of expert thinking in the field. The IIC model was developed from this base. We keep an eye on the latest developments but subsequent refinements are based on our own practical experience of carrying out assessments for a large and growing number of IIC clients. The IIC model has been rigorously tested in a live environment – more than 60,000 questionnaires since early 2007.
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Does IIC apply to consumer brands as well as B2B? ( back to top )
Whilst most current clients are in the B2B space, we have B2C exposure and this is growing.
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How do we make the most out of winning the award? ( back to top )
We will provide help and advice to you (or your PR agents) to ensure you get the best coverage in your chosen media announcing your success in achieving an IIC award and what that means to your potential new customers.
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Can we sign up for more than one year? ( back to top )
Yes, we’re happy to agree three and five year deals. We’re also happy to consider a 2nd year licensing arrangement in order to give time for improvement programs to bed in.
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Do you offer consultancy services? ( back to top )
No, we provide detailed feedback of results and are always happy to clarify any questions you may have relating to the data or its interpretation but we don’t offer consultancy services. We may be able to put clients in touch with consultancy firms who have worked with us to understand the IIC model and how the results can be interpreted and used to improve the customer experience.
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