CMAC & IIC: DrivingServiceExcellence Through Continuous Improvement
CMAC is a market leader in managed transport and accommodation solutions, trusted by organisations across the UK and beyond to deliver reliable, safe, and customer-focused services. From large-scale event logistics to emergency travel arrangements, CMAC’s operations are built on precision, responsiveness, and care.
With a clear ambition to consistently raise the bar, CMAC first partnered with Investor in Customers (IIC) in 2020 to gain independent insight and external validation of their customer experience.
The Journey
CMAC’s IIC journey began in 2020, achieving a Silver Award with a score of 7.73. Within a year they advanced to Gold, demonstrating rapid progress in embedding customer-first thinking. Since then, CMAC has consistently retained Gold, reflecting a long-term commitment to excellence and continuous improvement.
Investinig in people
Central to this success is CMAC’s investment in its people. By developing Customer Champions through the IIC Ambassador Award and additional Service Action training, colleagues have been empowered to listen more closely, identify improvements, and embed a culture of accountability and care throughout the organisation.
Results
CMAC’s ongoing commitment has delivered stronger alignment between customer expectations and internal ambition, along with improvements in transparency, responsiveness, and efficiency. Employees are encouraged to share ideas and challenge processes, while Gold recognition year after year highlights a service culture built on consistency and care. For CMAC, customer experience is not a milestone but a continuous journey – proving every day that it is A Company That Cares.
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