IIC's unique 16-point methodology
Our assessments are built around four principles of customer experience, which are divided into 16 themes. This allows us to pinpoint your issues and areas of opportunity to develop, which we can feedback to you in our detailed IIC assessment report findings.
Bespoke questions can be added to the questionnaire to explain the 'why' - as numbers mean a lot more with 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.
The IIC Award
Differentiate. Prove. Comply.
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.
Regulatory body & trade association compliance
For those who have to adhere to regulatory body requirements, such as the FCA's Senior Managers & Certification Regime (SM&CR), the assessment provides an invaluable audit trail to prove you consider your customers' needs top priority.