Investor in Customers is an independent customer experience assessment agency that is focused on improving customer service skills, enhancing the overall customer experience and bettering businesses.
Their tried and tested model is built around 4 core principles which are used to benchmark the experiences of individual customers who have agreed to provide bespoke feedback regarding an organisation that they are a customer of.
These 4 principles are :
Understanding customer needs
Meeting customer needs
Engendering customer loyalty
Since 2015 Bruce Stevenson has held the Gold Award for ‘exceptional customer service’ and having gone through the process a second time in 2019, we became officially recognised as being the leading IIC assessed organisation in Scotland, irrespective of industry and sector.
The questionnaire sample was chosen at random from our customer base and from this sample we experienced a higher than average response rate for IIC assessments. A typical response to our service offering being: “Professional, reliable, trustworthy and valuable.”
Every IIC assessment also includes a Net Promoter Score which asks the question ‘How likely are you to recommend the company to a friend or colleague?”
Bruce Stevenson’s Net Promoter Score is an excellent +82%, up from +50% in 2015. To put this into perspective, John Lewis, who are renowned for their excellent customer experience has a NPS score of +68%
Reflecting our dedication towards delivering an excellent customer experience, we are proud to be able to quote customer retention levels of over 95% and are fully committed to maintaining and building on this achievement.
“Bruce Stevenson continue to delight their customers, providing an exceptional service. It is clear that the customer is at the heart of everything the business does and this is reflected in a loyal and expanding customer base which recognises and appreciates the efforts everyone at the firm makes to treat them fairly.”
Tony Barritt, Managing Director, Investor in Customers.
For more insight on the long term value of putting customers first, please visit Tony's guest article here.
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