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.
We carried out in-depth interviews and surveys with Duncan & Toplis’ clients as well as employees in client facing and non-client facing departments.
The company’s highest score was in the Delight Customers principle, with clients awarding them gold in every theme.
Within the assessment, client comments included:
- “Polite, efficient and trustworthy”
- “Friendly, approachable, competent people, excellent value for money.”
- “We have been with D&T for 30 years and have been very happy with the service we have received.”
These reviews helped Duncan & Toplis set the benchmark within the accountancy sector, with a much higher than average first assessment score.
Managing Director at Duncan & Toplis, Adrian Reynolds said: “I’m extremely proud of this Gold Award from Investor in Customers. It shows that our team really does provide an excellent service to our clients. Typically, a company improves its performance after its first assessment by the IIC and even though we’ve achieved the highest rating, we’re going to use the detailed feedback to make our client service even better. I’d like to thank our clients for their appreciation, but my biggest thanks has to go to our employees: Without their dedication, this wouldn’t have been possible.”
Our Managing Director, Tony Barritt, said: “A lot of companies think they provide a good service, but their clients don’t always agree - this independent assessment proves which companies really do deliver exceptional service. Duncan & Toplis’ clients rated them very highly, and our assessment of their internal practices showed that they are truly committed to providing a great service. Achieving an IIC Gold Award on the first attempt is a rare achievement: The team should be very proud of the work they do because their clients are very satisfied.”