About Us | Customer Experience Solutions & Strategies

Actionable Insights

Our in-depth assessments get to the heart of your business, identifying the strengths and
weaknesses of how you interact with your customers and identifying tangible and sustainable
improvements to implements.

Our Relationship Surveys offer you a deep-dive analysis of your business. Identifying any gaps
between what your senior leaders think should be done, what your employees deliver and what
your customers perceive they receive.

The unique IIC model rates how well you perform against
the key aspects of exceptional customer experiences and provides opportunities for your
customers and employees to outline exactly what matters to them and what you. might be
missing.

By segmenting your data to breakdown results across key internal and external cohorts
we also help you be=valuate how consistently you perform across all aspects of your business.

Our Transactional Surveys are designed to give real time customer feedback directly to your
employees who are empowered to act.

Co-ordinated to your customer journeys we work with you
to identify key touch points and send short questionnaires following specific interactions, giving
you immediate individual feedback and monitoring on-going trends and root causes of both
satisfaction and dissatisfaction.

Delivering an exceptional customer experience is critical – having it independently verified and recognised allows you to reassure existing customers and attract new ones by promoting your customer centricity credentials.

Company Accreditation: Reach our standard and we’ll accredit your business with an IIC Award
at one of three levels, Gold, Silver or Bronze.

Your IIC badge can be displayed across all your marketing collateral, used on email footers and even displayed on billboards and posters. A
range of promotional items are also available to allow you to proudly display your achievement at
every opportunity.

Individual Accreditation: Our Ambassador programme lets you recognise your customer champions. Giving them the skills and knowledge to ensure an exceptional customer experience is consistently delivered and, raising their profile across your business to ensure all staff focus on
the needs of your customers.

Whatever your industry there will be times when you need to provide clear evidence that you are doing things correctly. Monitoring customer experiences is increasingly a focus of regulators to ensure that customers are treated fairly and that their needs are being adequately addressed. IIC assessments are an ideal way to provide independent evidence to show that you have the right people, doing the right thing at the right time.

In industries where the regulator specifies the standards they expect our customised assessments are tailor made to provide a gap analysis between what you do and what the regulator demands:

Consumer Duty: Aligned to the four outcomes recognised by the FCA our Consumer Duty assessments, document testing and complaint monitoring are increasingly being recognised as forming a vital component of the annual Board report for many financial services firms.

Tenant Satisfaction: The Regulator of Social Housing stipulates the twelve key areas to report on to ensure that tenants remain satisfied and well looked after. Our TSM assessments operate at two levels, either providing the core evidence you need provide or going beyond to provide
additional information on how well you perform and how you can perform even better.

However, it’s always worth remembering that delivering an exceptional customer experience makes sound business sense and should be a key part of your business strategy, not simply a means to compliance that’s in your obligations to the FCA, or your gold Insight 360 award!

Clients Reviews

We have worked with iiC for over 4 years now, the team are incredibly knowledgeable, supportive and flexible and really work with you to help to make the assessment process as straightforward as possible. The in-depth analysis and insight obtained from the assessment is really valuable to help you understand any areas for improvement and to remain focussed on continuous improvement.

Natasha Glasgow, Broadstone

The scale and depth of insight provided through an IIC survey is invaluable. It highlights what you are doing well, and exactly how you can improve customer experience.

Claire Pope, Quartix

Investor in Customers as a team and as a process are highly recommended. As to be expected they are very customer focussed and approachable and guide you through all stages of the survey process and subsequent results with the minimum of fuss.

Rick Keeble, Oplo

I have always found the team at IIC knowledgeable and passionate about what they do. They have made the assessment process very simple and more importantly have provided us with valuable interdependent feedback, that we can use.

Ian Burke, Trafalgar House

I would highly recommend IIC to any company serious about excellent service. Its a very thorough survey, and to get a 360 degree view on the customer experience is invaluable, no matter how big or small your company is.

Sofie Westlake, Quartix

Everything was made as user friendly as possible for us, and ultimately I believe led to our success. It is truly heartening to see an organisation like IIC practice what they preach - they place us as the customer, at the centre of all that they do

Vice President, Northern Trust

Investor in Customers is now widely recognised as the benchmark to articulate the delivery of customer satisfaction

Group CEO, AXA

IIC help us to develop both our external customer relationships and internal culture. I'm really pleased with the way that we are challenged to make necessary changes to our mindset and processes

Commercial Director, NSG Pilkington

We found IIC’s assessment to be extremely thorough, with the four principled, 16-themed approach resulting in very detailed feedback. The findings have enabled us to clearly see what we are doing well, and where we can do even better, making what they do great value for money

Managing Director, Prism Network

We find the IIC process highly useful. It tracks our progress, identifies if our staff and management are aligned with our customer objectives. We also love the fact that it is statistically significant and objective

Managing Director, Intrum

Delivering exceptional client service is at the heart of our business. The assessment process and customer journey mapping work we've undertaken with IIC has been invaluable in providing independent insight into how we can continually improve our business. It is a powerful, recognised accreditation, which we actively use in the marketplace.

Marketing Director, Bishop Fleming LLP

In the last 10 months we have been fortunate enough to receive 5 awards from our peers within the insurance industry. One area that sets us apart from our competition, and was mentioned by the judges, is our relationship with IIC. For us this is a clear differentiator from our competition and is solid evidence of the service that we deliver to our clients. It's easy to say you deliver good customer service - we can prove it

Director, Square Mile Broking

Having worked with Investor in Customers on previous customer engagement activities, Tandem were keen to take advantage of the opportunity to work with IIC in relation to the new Consumer Duty Principle. The output from these initial surveys has been used to support our internal assessment against the four outcomes.

The whole process has been seamless, with IIC taking responsibility for the communication and gathering of responses.

Joseph Hall