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Delivering a first-class client service

Your clients’ expectation of service and client care are incredibly high and continually rising. We often see that improvements made within law firms are not necessarily always what clients’ want. Your interpretation of a first-class service may not be the same as theirs. Client confusion and dissatisfaction swiftly follows. Many lawyers believe that providing a first-class service is costly. The reality is, that a consistently high level of service is more cost effective to provide than hav...

December 11, 2018

Top 3 Reasons Why Enhancing Law Firms' Client Experience Is Important

Lawyers know delivering exceptional client experience is essential to attracting and retaining more high quality business. However, with daily pressures rising, research shows many clients do not receive the experience they were expecting.  The result? Client complaints. Client complaints result in lost revenue, time spent investigating the complaint, disengaged employees and damage to the firm’s brand in the marketplace.  The impact of a dissatisfied client ripples into every facet...

November 27, 2018

Lantern Debt Recovery Services gain an IIC Silver Award

Lantern, a market leader in debt purchase and recoveries have achieved our Silver Award having gone through our assessment process....

November 16, 2018

Prism Network receive Gold for Customer Experience

Prism Network, who provide a national disaster recovery and building repair service to the insurance and property sectors, have achieved an IIC Gold award for their Customer Experience Prism Network, who first went through the IIC process in 2016 and gained a Silver award, are particularly delighted with the increase in scores across the board. Both customer and staff scores have improved, along with all 4 IIC Principles.   Comments from customers included: “The level of service provided...

October 23, 2018

Fenchurch Law awarded Gold for customer experience

Fenchurch Law, the UK's leading firm of policyholder-focused insurance dispute lawyers, have achieved a Gold award from our assessment process for a second year running. Comments from clients included: “You receive a proactive, knowledgeable and professional service better than any competitor.” “My dealings with the firm were extremely professional and the key contacts and partners were always approachable. These points are invaluable to me.” “In all of my interaction with Fenchurch...

October 22, 2018

Intrum secures gold for fifth year

We have recently awarded credit management firm Intrum UK our gold standard for ‘exceptional’ customer experience for the fifth consecutive year.  Our ratings are based on a survey of Intrum’s customers, employees and management - assessing how well the business understands its customer needs and delivers services to meet them. The result puts Intrum UK in the top 3 per cent of overall scores for all our clients, across all industries. Intrum achieved an overall score of 8.99 out of 1...

October 9, 2018

Customer Experience in a B2B World

Today is CX Day, a global celebration of great Customer Experience. The matter up for discussion this year? Unifying CX in a B2B world. At Investor in Customers, we know that delivering an unforgettable positive experience is even tougher when your customer is a business. The danger is that the customer journey becomes less personal, and the individual is seen as less important. IIC has worked with a large number of B2B organisations over the years, and the key to building a remarkable CX delive...

October 2, 2018

Arrow County Supplies win gold

Joining only 25% of Investor in Customers' (IIC) clients to achieve Gold status, Arrow County Supplies have listened and acted on feedback they received from their customers, employees and management team in 2017 – making an ongoing commitment to continuous improvement. Comments from customers included:"The service provided is exceptional.""Staff always try to help me where possible, they are receptive and always look at giving the best price for products they supply.""…your compan...

August 24, 2018

IIC recognises CSA for outstanding customer service

The Credit Services Association (CSA) has registered ‘outstanding’ customer service levels in its first ever assessment under the independent Investor in Customers (IIC) assessment process.In being granted a Silver Award, the CSA had to demonstrate a strong desire to meet its members’ needs. It was especially strong in the subcategory of ‘delighting’ its members, and ‘engendering loyalty’ where it was recognised for building quality relationships and attained a Gold standard in bot...

August 22, 2018

How customer experience has changed in the past ten years

In the fast paced, ever changing world we live in, it is no surprise that customer experience has changed phenomenally over the past ten years. A decade ago, customers still made most purchase decisions based on news, adverts and direct mail that dropped through their letterbox. Customers seemed more loyal to brands because the hassle and time it took to switch was harder and more time consuming. The power of the internet and the huge technological changes we have seen over the past 10 years ha...

July 8, 2018

Second Gold for Square Mile Broking

Following feedback from their clients, Square Mile Broking have achieved their 2nd IIC Gold award. Their score of 9.34 out of 10 is the highest score by any insurance professional and the 3rd highest score in IIC history for all clients in all sectors. The scores were exceptional across the board, with all four IIC principles – Understand and Meet customer needs; Delight customers and Engender loyalty – coming in at over 9 out of ten. There were many complimentary comments from their happy ...

July 2, 2018

Lowell gets Gold again

Lowell, the leading European credit management company based in Leeds, has again achieved our Gold status. This is the fourth year in a row Lowell has gained their highest rating. The IIC ‘Gold’ is recognised as one of the UK’s leading customer service award schemes, and Lowell’s Gold status reflects its ongoing commitment and delivery of the highest levels of service.  UK Managing Director, John Pears, said:  “I am very pleased for the team here that their hard work and pr...

June 22, 2018

Bishop Fleming strikes IIC Gold for Client Service

Leading professional services firm, Bishop Fleming, has been awarded an Investor in Customers Gold Award, in its latest assessment of clients and people. The firm, which delivers accounting, tax and advisory services to businesses and private wealth advice to individuals, has been recognised for its “exceptional” service to clients in its third successive assessment. Commenting on the Award, Andrew Sandiford, Bishop Fleming’s Managing Partner, said: “I am absolutely delighted that we ha...

June 21, 2018

CML awarded an Investor in Customers Silver Accreditation

Leading third party logistics provider,CML, has been awarded the silver accreditation from Investor in Customers (IIC) in recognition of its commitment to providing high levels of customer service. The accreditation comes on the back of a recent assessment carried out by IIC that examined feedback from clients, employees and the management team, and confirms CML’s exceptional customer service standards present across the business....

June 5, 2018

Investor in Customers Gold Award for Fidelius

Fidelius, a leading financial services company providing wealth management, employee benefits and investments, have achieved the acclaimed Gold Investor in Customers (IIC) award....

April 24, 2018

Customer Experience Excellence Reaps Rewards for Not-for-profit organisations too

Delivering the very best customer experience, is not just a priority in the corporate sector. In the autumn of last year Investor in Customers assessed its first registered charity – the Together Trust....

April 12, 2018

Improving customer experience is the most effective way to enhance profit

Good customer service is no longer enough. It’s not enough for the checkout guy to smile and ask about your day and pack for you and offer you a complimentary newspaper - if the car park was full, the shelves were half empty, or if your personalised offers and loyalty card for that store don’t give you as much of the right stuff as other stores do. That one moment of great customer service does not outweigh the overall unsatisfactory customer experience. It’s the same in the business to bu...

March 12, 2018

Best companies to work for 2018. Are you one of them?

The Sunday Times recently released their annual list of the '100 Best Companies To Work For'. Over 260,000 employees determine the rankings each year, by giving feedback on a multitude of factors. The outcome separates the good employers from everyone else, across a variety of industries. So, whether the end product is making a difference to society or a dividend for shareholders, the resulting list is the organisations who are going the extra mile to make their workplace a thriving environment....

March 1, 2018

Duncan & Toplis wins Investor in Customers Gold Award

East Midlands accountants Duncan & Toplis has been awarded our prestigious Gold Award. The award is given to companies that offer customer service that is of exceptional standard and this is the first time that Duncan & Toplis has been assessed by IIC, making it an even greater achievement. ...

February 21, 2018

Customer experience: where is the greatest weak spot?

In a world where customers are expecting more and more, and where competition only gets fiercer, delivering exceptional customer experience is essential. In 12 years of Investor in Customers' (IIC) assessments, we have gathered feedback from more than 2 million of our clients' customers - providing robust trends for the strengths but also the weak links in CX delivery....

February 19, 2018

BHP Accountants accredited with an IIC Gold Award.

Yorkshire’s largest independent firm of Chartered Accountants has achieved the top Gold Award rating from the prestigious Investor in Customers (IIC) accreditation. BHP increased on its previous score achieved in 2015, when it was one of just 15% of firms in the country to achieve a top rating when first undergoing the rigorous accreditation process. IIC independently assesses client satisfaction levels for businesses across all industries through the use of anonymous surveys undertaken with ...

February 6, 2018

Customer service trends: how does your business compare?

In 2017, Investor in Customers questioned over 43,000 of our clients’ customers, gathering more feedback than ever before. This resulted in the number of businesses we accredited increasing by 20%, with a record number of IIC Gold Awards being achieved - a strong indicator of improvement year on year for the customer experience standard in the UK....

February 1, 2018

T H March achieve IIC Gold Award for their 2018 assessment

UK Jewellery & Allied Trades specialist insurance brokers, T H March started this year with the news that the company had earned an ‘exceptional’ IIC Gold Award rating for the second consecutive year, from leading independent customer experience agency, Investor in Customers (IIC). The detailed analysis carried out by IIC focuses on customer experience by measuring excellence in the field of customer service by using direct customer feedback. It is a process that provides highly valuable ins...

January 24, 2018

Trafalgar House achieve an IIC Gold Award accreditation on their first assessment

Trafalgar House, the pensions administration specialist, have achieved the Investor in Customers (IIC) Gold Award, our highest accolade available....

January 23, 2018

Royal London accredited with our prestigious IIC Gold Award for customer service

Royal London, the largest mutual life, pensions and investment company in the UK, has received the highest accreditation from us for outstanding customer experience for a second year running. Our IIC Gold Award recognises businesses with exceptional customer service. Royal London was praised for continually exceeding expectations in delivering great customer experience, with customers’ interest remaining at the heart of the business. Our assessment also recognised that trust is a cornerstone o...

January 17, 2018 Posts 1-25 of 147 | Page next
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