Solidifying your understanding of every aspect of Consumer Duty, is the key to flawlessly evidencing it… How can you expect to accurately measure your client outcomes, if you...
Thank you for completing the Investor in Customers (IIC) assessment questionnaire.
Your feedback matters.
Once the questionnaire period has closed, we will be collating and interpreting the results to feedback to our client, along with supplying them with a detailed and personalised plan of action, to ensure improvement in their customer experience (CX) delivery.
Here at Investor in Customers, we are the CX experts, and have been carrying out in-depth assessments for organisations for more than 15 years. You can be confident that your responses will make a real difference. Find out more about the different programmes we offer here.
What could our assessments do for your organisation?
Assess: We assess either; all or a choice of customer, employee and management perceptions, using our bespoke questionnaire management platform.
Analyse: We conduct deep-dive analysis into the responses and highlight areas of miss-alignment and potential CX malignancy in your organisation, as well as areas of best practice. Recommending changes you need to make, backed with quantitative and qualitative data, and wrapped up in a detailed action-plan.
Award: Dependent on criteria being reached we award you with an independent accreditation to verify your high level of CX delivery (Gold, Silver or Bronze), to promote trust and reassurance in your brand and to help you prove that you meet your regulatory standards for customer service excellence.
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.
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.
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.
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.
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.
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
Investor in Customers is now widely recognised as the benchmark to articulate the delivery of customer satisfaction
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
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
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
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.
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
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.
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