We perform a 360 assessment of the experience you offer by capturing the perception of your key stakeholders: your customers, employees, and management, with an independent IIC review.
The IIC methodology has helped more than 300 businesses, with over 4 million customers surveyed. Following an assessment, clients are awarded a gold, silver, or bronze accreditation, with detailed feedback from an expert IIC Assessor.
The detailed feedback presentation is based on the IIC model of customer centricity.
Additional questions (either ranking or free text) and segments (e.g. product / persona / team / department etc) are used to identify the voice of the customer and employee, and to provide context to the scores recorded. FCA-regulated firms will also be given a report summarising their clients’ views of the Consumer Duty outcomes the business delivers.
Most firms’ work to date has been focused on repurposing existing metrics or acting on the enablers of outcomes rather than measuring the actual results clients experience.
A lot of people have been asking for advice on how they can get better at monitoring and evidencing Consumer Duty outcomes. For a significant number of firms this is proving to be the Achilles heel in their implementation.
CX leaders double down on two things: insight and innovation. They go straight to the source, customer feedback, to help them work out how to shape products and services.
Whatever the challenge, we’ll help you design the solution and discover better.