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This allows IIC to:
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Gauge the strengths, weaknesses and potential areas for improvement of current strategies
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Calculate an IIC score by analysing results against IIC's unique methodology
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Benchmark scores against other IIC clients
How does it work?
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Analysis of existing metrics, response rates and
year-on-year comparisons/trends -
Interviews with key stakeholders
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Review of external presence - social media, website, marketing collateral etc. - to assess how customer centric the company appears from the outside
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We measure various different metrics, depending on what the individual company uses. Other metrics may be considered depending upon how they relate to delivering customer experience.
A review of voice of the customer and employee data is also conducted to understand reasons for satisfaction scores and to identify root causes of customer actions.
Interviews
Once IIC understands how well the company performs, interviews are held with key stakeholders to determine the extent to which:
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Commitment to CX initiatives are led by senior managers and team leaders
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Staff understand their role in delivering exceptional customer experience and are implementing it effectively
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Results are communicated to key stakeholders and actions resulting from customer feedback (including any trends and root causes of dissatisfaction) are identified and implemented
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The CX programme has its own budget and allocated resource
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Where appropriate, third-party suppliers engage with the programme
External Presence
A key part of a customer experience is how customer focused an organisation appears from the outside. By looking at marketing communications, social media, review sites and website, IIC will look for evidence including elements like:
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Knowing and understanding the target market
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Focusing on the customer
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How easy it is to do business with the company
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Proactive rather than reactive service