Not just the voice of the customer. We go 360°.
Unique CX assessment methodology that sets us apart.
Our approach is different.
Using verified survey methodology, we'll get feedback from your customers, employees and management team.
It is vital to understand how different parts of the business are working and what different types of customers think. IIC gives you four audiences and multiple segments, dividing these into specific business areas and customer types. This approach gives real depth and dimension to the resulting insight.
We get to the root of any problem by identifying the weak links in the customer care and experience that your employees and managers deliver. (Read our blog on customer experience weak link trends).
Using our insight we will form an achievable plan of action, opening the door to immediate customer service improvement, and better employee engagement. We will help you resource any initiatives you don't have the time or expertise to deliver yourselves. Plus, we'll share best practice examples and benchmarks from the Investor in Customers community.
For those who have to adhere to regulatory body requirements, such as the FCA's Senior Management Certification Regime (SMCR), the assessment provides an invaluable audit trail to prove you consider your customers' needs top priority.
Customer experience principles.
Our assessment is built around four principles of customer experience, which are divided into 16 themes. This pinpoints the issues and areas of opportunity to develop, which we will feedback to you in our detailed IIC assessment report findings.
Bespoke questions are added to the questionnaire to explain the 'why' - as numbers mean nothing without the detail. We work with you to design these specific additional questions to add to our standard measures – to get the information that explains your underlying scores and helps identify key components of the resulting action plan we will build for you.
Customer service recognition: the IIC Award accreditation.
Proof that you are customer-centric.
Reach our standard and we'll accredit you with an Investor in Customers Award – Bronze, Silver or even the exceptional Gold standard - to promote trust and reassurance in your brand and to help you prove that you meet your regulatory standards for customer service excellence.