In the ever-evolving realm of financial services, the 2024 implementation of Consumer Duty Closed Book regulation presents a considerable challenge for firms.
Achievement of our industry-wide recognized assessment accreditations to a bronze, silver or the exceptional gold standard provides the pathway to promote trust and reassurance with your brand.
We perform a 360 assessment of the experience you offer vs our CX framework through your key stakeholders: customers, employees, management and an independent IIC review.
Our methodology has helped more than 300 businesses, with over 4 million customers surveyed, and following your assessment we will award you with a gold, silver, or bronze accreditation, with ongoing support to improve the experience you offer.
You will be able to use the IIC Award logo in all marketing collateral and will receive a specially commissioned trophy featuring the award rating and your logo, as well as a digital certificate, to help you publicly demonstrate how customer centric you are.
Our CX framework provides the proven foundations of your 360 assessment.
Additional questions (either ranking or free text) and segments (e.g. product / persona / team / department etc) are also used to identify the voice of the customer and employee, and to provide context to the scores recorded.
Once you have your award, additional merchandise, including personalised wall plaques, posters, and stickers - as well as additional trophies and certificates for each office - are also available to help you drive home the message that customers are at the heart of your business.
A key feature of the IIC assessment is the comparison of different perceptions against a proven model. This extends beyond the internal/external views of employees and customers to include key segments in either group. Common examples include:
• Customers: Lifetime value, longevity, services used, and main contact points.
• Employees: Length of service, office/department, and job role.
At the end of your assessment, you will be provided with a comprehensive report and detailed action plan, allowing you to:
• Understand the strengths and weaknesses of your existing customer relationships.
• Recognise how consistent service delivery is across the business and customer/employee segments.
• Gauge the awareness of employees of their understanding of what customers want and how they can help provide it.
• Identify potential improvements to service delivery and/or internal training needs.
• Gain awareness of delighted customers (and what makes them advocates of your business) and dissatisfied detractors (allowing you to rectify issues before it is too late and to prevent it happening again).
Book A Meeting
Book a meeting with James to discuss...
- How you are measuring and evidencing your Consumer Duty and Four Outcome performance
- Your current customer and employee experiences
- How Investor in Customers can help you
- Any questions or queries you may have
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.
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.
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.
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.
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.
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
Investor in Customers is now widely recognised as the benchmark to articulate the delivery of customer satisfaction
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
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
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
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.
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
Having worked with Investor in Customers on previous customer engagement activities, Tandem were keen to take advantage of the opportunity to work with IIC in relation to the new Consumer Duty Principle. The output from these initial surveys has been used to support our internal assessment against the four outcomes.
The whole process has been seamless, with IIC taking responsibility for the communication and gathering of responses.
Latest From The Blog
In the dynamic landscape of business, acquiring new customers is undoubtedly crucial, but the true measure of success lies in the businesses ability to retain said clients…