The names that trust lIC and why.
"Investor in Customers is now widely recognised as the benchmark to articulate the delivery of customer satisfaction."
Group CEO, AXA
"We have found the process of Investor in Customers invaluable to our growth as a business. We were fortunate enough to win awards including Broker of the Year at the Insurance Age 2017 ceremony. The judges commented that our willingness to go through the IIC process, and our IIC Gold Award, were key factors in their decision. For us the IIC Gold standard sets us apart from others in our sector."
Director, Square Mile Broking
"During our first 12 months of working with IIC we have found them to be friendly, courteous and professional. Following initial detailed feedback we have further committed to initiatives to improve customer service, and look forward to their continuing support and assistance."
Operations Manager, Clifton Asset Management
"The team at Investor in Customers have always been friendly, professional and supportive in their approach which has made incorporating this assessment into our business easy and hassle-free. Investor in Customers is one of a range of tools we use to ensure that we continue to deliver exceptional customer service. It provides a truly independent view about the service that we offer and always results in constructive actionable feedback."
Head of Customer Operations, Medicash
"The support provided by IIC has been exceptional both in our annual assessment and the customer interviews we run."
Customer Experience Officer, Lowell Financial Ltd
"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
"IIC help us to develop both our external customer relationships and internal culture to support. I'm really pleased with the way that we are challenged to make necessary changes to our mindset and processes."
Commercial Director, NSG Pilkington Glass
"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
"We have had the pleasure to work in partnership with IIC for a number of years. We have always been impressed with the team who are professional, enjoyable to work with and dedicated to developing our proposition. I wouldn't hesitate to recommend IIC to any business looking to meet and exceed the needs of customers."
Business Services Director, Direct Group Ltd
"We have been working with iIC for a number of years and find the feedback we receive, from both customers and staff, invaluable in continuing to fine tune and improve our engagement with them. The practical support offered by IIC enables us to put into place actionable plans that are based on real feedback."
Managing Director, TH March
"One of MMF's core objectives is to ensure that customers are at the heart of everything we do. We wanted to obtain the IIC accreditation as we knew that it would give us a clear insight into how we were progressing. Throughout the accreditation process IIC provided support, guidance and clear invaluable reporting."
CEO & Head of Audit, Risk and Compliance, Motormile Finance UK Ltd (MMF)
"Before our assessment, we were confident that our clients receive a great service but we wanted to be sure. Investor in Customers is a very well respected independent appraiser of customer experience and the IIC assessment was very thorough. We’re going to use the detailed feedback to make our client service even better in future. I would certainly encourage other companies to be assessed as we have."
Managing Director, Duncan & Toplis
"We really value the IIC assessment - they go through a thorough, tried and tested process to determine the results, which is why they are so well-respected. Every bit as important as the award is the mine of information this provides to help us understand how we are doing and how we can improve."
Head of SIPP Business Development, Barnett Waddingham
"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
"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."
Second Vice President, Northern Trust
"We have worked with IIC twice in recent years and we find their approach simple, yet extremely effective. They provide insight both from an internal and external perspective to customers and help shape future strategic thinking."
CEO, UK General
"Our ability to deliver high levels of customer satisfaction is something that is pivotal to our success. When we connected with IIC, we were impressed by their systematic approach to seeking and interpreting feedback, and their insights from a 360 degree perspective. The whole process was well executed, has proved invaluable and we have a clear plan for the future."
Managing Director, Arrow County Supplies
"Improving outcomes for our clients is a number one priority, and we are confident that the IIC assessment process will help us improve every aspect of our service in the future."
Managing Director, Fenchurch Law
"A clear and supported process with exciting results - we would recommend IIC to anyone who really wants to know what is being said about them."
Head of Customer Care, Pennard Vets
"Engaging with IIC has proved to be a key ingredient in helping us understand our customer requirements and consequently enabled us to take the necessary steps to shape and improve our proposition accordingly."
Adviser Relationship Director, TENET Group
Example of client videos - celebrating their results.
T H March Exceptional rating by IIC
Jelf & Bluefin - Exceptional again!
Client case studies.
Going for Gold
This year has seen some exciting changes at IIC, including the change from 1, 2, and 3 star rated awards to Investor in Customers Bronze, Silver and Gold Awards. Some of the following case studies highlight IIC Award-winners using the previous accreditation levels. So for clarity, one star becomes the new IIC Bronze Award, two stars becomes the IIC Silver Award, and three stars becomes the IIC Gold Award.