ALWAYS-ON OR SNAP-SHOT PERFORMANCE ASSESSMENT

What is the FCA's new Consumer Duty?

Consumer Duty is the new framework that dictates the level of care regulated firms must provide, ensuring they act in the interests of consumers through the full life cycle of the products or services they offer.

It is comprised of a Consumer Principle defining overall standards, three Cross Cutting Rules defining an expected structure of behaviours, and Four Outcomes that all consumers should expect:

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Regulated firms will have to be ready for the below deadlines:

• Oct 2022: Firms must have a plan for compliance compiled. 
• Jul 2023: Firms must be able to evidence compliance vs new and existing products and services. 
• Jul 2024: Firms must be able to evidence compliance vs closed book products and services. 

NPS / CSAT / CES can't directly evidence the experience you offer versus the Cross Cutting Rules or Four Outcomes of Consumer Duty, and traditional methods of assessment need updating.

Independent, expert verification of Consumer Duty performance for your FCA attestation:

Our assessments run as either 'always-on', with results being fed back to you online in real time, or as a 'snap-shot', with a depth feedback presentation provided by IIC. 

 Both types of assessments provide you with quantitative and qualitative evidence of your Consumer Duty performance, with additional insight to drive your internal action plans. 

Book A Meeting

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Book a meeting with Sharon to discuss...

  • Your current customer and employee experiences
  • How Investor in Customers can help you
  • Any questions or queries you may have

Clients Reviews

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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.

Natasha Glasgow, Broadstone
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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.

Claire Pope, Quartix
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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.

Rick Keeble, Oplo
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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.

Ian Burke, Trafalgar House
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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. 

Sofie Westlake, Quartix
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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

Vice President, Northern Trust
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Investor in Customers is now widely recognised as the benchmark to articulate the delivery of customer satisfaction

Group CEO, AXA
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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

Commercial Director, NSG Pilkington
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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

Managing Director, Prism Network
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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

Managing Director, Intrum
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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.

Marketing Director, Bishop Fleming LLP
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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

Director, Square Mile Broking

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