To find out more please call 0800 024 8895

Back to Blog

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

Investor in Customers Gold Award where you might least expect it: Lowell Financial prove you can always deliver great CX, no matter what the nature of your business.

Investor in Customers has worked with Lowell Financial for five years. They are a leading credit management company specialising in helping customers repay their debts and improve their credit rating. It is a difficult business to be in, where their customer relationships are ‘bought’ from clients, rather and coming through customer choice.That said, their assessment results demonstrate clearly that good customer experience works across all types of industry and every organisation can r...

December 11, 2017

RAM Tracking gain top accreditation once again!

We’ve recently accredited RAM Tracking with the highest IIC Gold Award – recognising exceptional standards of customer experience delivery being present for the third year....

December 5, 2017

Barnett Waddingham achieves IIC Gold Award for customer experience

Barnett Waddingham has received an IIC Gold Award for the assessment of the customer experience delivered by its pension administration service. While Barnett Waddingham’s SIPP and SSAS department has worked with IIC since 2014, this is the first time pension administration services have been submitted for assessment. High scores were achieved across all four of the IIC customer experience themes - understanding customer needs, meeting customer needs, engendering loyalty and delighting custo...

November 13, 2017

Visual engagement at the heart of our design refresh.

As the leading Customer Experience Agency, we know only too well the importance of staying current and being immediately visually engaging. So, we have refreshed our identity and created new modern, enticing, marketing collateral to help build our brand awareness. IIC has enjoyed a long-standing relationship with innovative brand, creative and digital agency Mr B & Friends who completed the brand refresh project for us. The Bristol based agency worked with us to develop new brand guidelines, re...

October 23, 2017

The importance of employee engagement on customer experience

Hot on the heels of the Employee Benefits Live exhibition last week, we ask ‘how important is employee engagement when it comes to your customer experience?’ The answer is a great deal. This might seem rather obvious, clearly a happy employee, is more likely to get a positive response from a customer than a grumpy one. But your teams are also the closest people to your customers – they are your brand ambassadors and they know the needs, frustrations and gripes of your target audience bet...

October 17, 2017

CX Day 2017 asks: “What is at the heart of a successful CX Strategy?”

3rd October is CX Day, and with 2017 being described as the ‘age of the customer’, the London theme of the day focuses on answering the bold question: what is at the heart of a successful CX strategy? Investor in Customers (IIC) knows the answer... put simply - you need to harness the power of insight. Do you really know what is going on in your business and how it feels to be a customer? Are you confident that all areas of your business are delivering consistently excellent service in line ...

October 3, 2017

Arrow County Supplies awarded Silver Investor in Customers (IIC) accreditation

Cleaning innovation and supplies company Arrow County Supplies has been awarded the Investor in Customers (IIC) Silver accreditation for delivering brilliant customer service. This award follows an independent assessment carried out by IIC, a customer experience agency where a business is rated and benchmarked on four key areas which includes understanding customer needs, meeting customer needs, delighting customers and loyalty. Undertaking the assessment in July 2017, Arrow wanted to understand...

September 28, 2017

Barnett Waddingham continues to improve in prestigious pension awards

Barnett Waddingham has received silver in the Investor in Customers (IIC) award for client relationship management in self-invested personal pensions (SIPPs) and small self-administered schemes (SSAS). This follows ratings-agency AKG awarding them with the financial strength rating of ‘B’ for SIPP’s, meaning their financial strength is now rated as ‘strong’. AKG is an independent organisation. specialising in the provision of assessment, ratings, information and market assistance to th...

September 14, 2017

My hero of the week

This makes a change from my usually ‘ranting’ blogs! I have a positive story for you for a change! On Sunday evening my daughter called in a blind panic, she’d broken down. Understandably she was freaking. Hubby and I leapt in the car and went to find her. When we realised we couldn’t do anything, we called our breakdown cover. Never having had to do this before, I made the call with some trepidation. The call was answered within a couple of rings, the lady I spoke to efficient, empathet...

September 12, 2017

Motormile Finance UK Limited achieves award for ‘outstanding’ Customer Service

Motormile Finance UK Limited (MMF), a market leader in Debt Purchase and recoveries, have been awarded a Silver rating for ‘outstanding’ customer service – from Investor in Customers (IIC).  IIC, a customer experience consultancy, surveys customers, staff and senior management to assess how well a business understands its customer needs and how well it delivers services that meet those needs. Denise Crossley CEO at MMF said: “We understand that providing outstanding ‘Customer Exp...

September 1, 2017

1st Credit secures top customer rating for fourth year

UK debt purchaser, 1st Credit has achieved gold standard from Investor in Customers (IIC) for ‘exceptional’ customer service for the fourth year running.1st Credit, part of Intrum Justitia Group, increased its scores across the board – from customers, staff, management and independent assessor IIC. The company achieved an overall score of 8.86 out of 10, up from 8.50 in 2016 and its third consecutive year of increases.IIC’s ratings are based on a survey of 1st Credit’s customers, ...

August 31, 2017

Easy to do business with? They've got a way to go!

I’m beginning to think my blogs have a common theme – me ranting! That said, as customer experience is what I do, I feel highlighting the bad (and the good if I ever get it) are important.So today I lost a number of work hours that I will never get back whilst trying to deal with an Amazon return.I bought a poster frame which was delivered with a giant cut through the Perspex, rendering it useless. I went on line to see if I could find a contact the seller button – nope, nothing there. You...

August 23, 2017

Brabners receives gold-standard award for quality of service

Commercial law firm Brabners has been awarded the Investor in Customers (IIC) Gold accreditation for delivering exceptional levels of customer service.     The award follows a rigorous independent assessment by IIC, the customer experience agency, where the business was benchmarked across four key areas. This includes understanding and meeting clients’ needs, delighting clients and creating loyalty. The research combines feedback from more than 370 of Brabners’ clients, employees a...

August 22, 2017

Browne Jacobson achieves coveted ‘gold’ star rating for client service

Browne Jacobson’s client service has been awarded Gold star status by Investor In Customers (IIC). The ‘Gold’ star rating, previously a 3-star rating, is awarded to businesses that consistently meet the highest standards laid down by IIC in four key areas: understanding clients, meeting their needs, delighting them and creating loyalty.In carrying out its research IIC surveyed over 2500 of Browne Jacobson’s clients and over 900 members of staff.The firm improved its c...

August 15, 2017

How not to treat your existing customers

Just had a really bad experience with our car Insurance company. We had our renewal notice in, and it had almost doubled, despite having no claims, or even contact with them over the previous year. I know it has been well documented that insurance premiums had risen, but thought this was extreme in the least.  I went on to a consumer sight to compare prices and found one which was marginally more expensive than last year. I telephoned the number on the renewals document and there was a reco...

August 8, 2017 Posts 1-25 of 132 | Page next