Services
Customer experience solutions for organisations of every size, stage and ambition.
Whether you’re just starting to gather customer feedback or ready for a full 360° assessment, we have an accreditation to meet your needs. From simple self-assessments to in-depth analysis, each service gives you the clarity and credibility to grow – at your own pace. All of our services are built on a consistent framework of independent assessment, actionable insight and real-world impact. Use them as standalone tools or combine them as part of a longer-term customer experience strategy – whatever fits your size, goals and resources.
No matter your size or stage, we’ll help you turn customer experience into something memorable, measurable and meaningful
No matter your size or stage, we’ll help you turn customer experience into something memorable, measurable and meaningful
A Company That Cares
Who it’s for
Any business that wants to see whether it provides exceptional customer experiences and achieve recognition for doing so.
What it is
A self-evaluation of how well you perform against the four key principles of CX, which is reviewed by experienced IIC CX practitioners who evaluate your responses and provide a combined report against their own perception of how customer centric you appear from outside.
What it gives you
A detailed report showing your strengths, weaknesses and areas for improvement, with a benchmark against other accredited firms.
With an award to prove it.
Why it matters
Adds credibility to your service claims with an independent recognition that you practice what you preach.
Health Check
Who it’s for
Companies that want to probe further and get vital feedback from the people that matter most – their customers.
What it is
A short, Net Promoter style, survey to gat a snapshot of how your customers view you .
What it gives you
Reassurance that customers think what they receive is the same as what you believe you deliver.
Why it matters
Real feedback from real people will help you make smarter decisions and prioritise actions.
A fast, focused way to get actionable insight
A Health Check gives you a clear snapshot of how your customers, employees or suppliers view your organisation – highlighting what’s working, and where you can improve.
It’s designed for businesses looking to build trust, improve retention and sharpen their competitive edge – without a full-scale CX review.
We use a short, targeted survey focused on key customer experience drivers. You’ll receive a concise report showing strengths and gaps, along with tailored suggestions for improvement.
Key elements include:
- A structured customer survey (typically 8–10 questions)
- Professional analysis and insight from the IIC team
- Summary report with improvement pointers
- Optional comparison with your A Company That Cares self-assessment
Our Health Check is ideal if you want to:
- Get early feedback on customer, staff or supplier perception
- Validate your customer-first efforts
- Support a funding application or new business case
Insight360
Who it’s for
Larger firms that want to dive deeper into how they perform in terms of customer experience and employee engagement.
What it is
A full gap analysis of the perspectives of leadership, staff ad customer expectations, together with IIC’s external perspective.
What it gives you
A comprehensive diagnostic to give you a clear view of strengths and weaknesses and guidelines to deliver profitable growth.
With an award to prove it.
Why it matters
A deep dive assessment to ascertain whether the actions of leaders and employees are aligned and that they fully meet the needs of your customers.
A deep-dive gap analysis that aligns your leadership, teams and customers
Insight360 is our flagship assessment – giving you a rich, comparative view across internal and external perspectives.
We survey three key audiences – senior leaders, employees, and customers – then analyse the gaps between what you think you’re delivering and what customers actually experience.
It also includes an external view from the IIC team, a standalone report, and the A Company That Cares accreditation – giving you added recognition and practical insights to act on.
It’s a robust, evidence-led process trusted by regulated industries, national brands, and scaling organisations alike.
The service includes:
- Surveys across three key audiences
- Full gap analysis with thematic insight
- Benchmarking vs. your sector and the IIC Index
- Accreditation: Gold, Silver or Bronze
- In-depth reporting with tailored recommendations
- Feedback session with your leadership team
The Insight360 is ideal if you want to:
- Uncover blind spots and misalignments
- Benchmark performance against your peers
- Strengthen customer trust and employee alignment
- Show stakeholders and regulators that you take CX seriously
Managed CX Programme
Who it’s for
Organisations that want o go beyond annual surveys to capture real time feedback all year round.
What it is
Event triggered surveys to check you meet customer needs and delight them at every opportunity.
What it gives you
Real time feedback with clear dashboards to monitor customer satisfaction all year round .
Why it matters
Keeps team responsive, embeds CX into daily operations and supports compliance (such as consumer duty and tenant satisfaction).
Real-time customer feedback, delivered as a managed service
Our Managed Programme gives you an ongoing stream of customer insight – without putting extra pressure on your internal team.
We work with you to map key touchpoints in the customer journey, then trigger short, structured surveys after real interactions. The result? Timely, relevant feedback that drives smarter decisions and better service.
This service is ideal for teams that already collect some feedback in-house but want to go further – embedding CX into daily operations, without the data overwhelm.
Our Managed CX programme delivers:
- Touchpoint mapping session with IIC
- Ongoing interaction surveys comprising up to 6-questions
- Automated data collection and monthly reporting
- Root cause analysis and trend tracking
- Optional quarterly insight sessions
It is ideal if you want to:
- Embed CX monitoring into BAU operations
- Meet compliance requirements (e.g. Consumer Duty)
- Track the impact of service changes over time
- Keep customer insight live and actionable
IIC Ambassador Award
Who it’s for
Businesses that recognise that employees hold the key to providing exceptional experience and what to upskill and recognize their customer champions.
What it is
A CPD-accredited eLearning programme hat gives key staff the skills to provide exceptional customer experiences first time – every time.
What it gives you
Customer champions equipped to lead customer initiatives across your business who are recognized with an individual award.
Why it matters
Helps your organisation consistently exceed customer expectations while reinforcing your reputation as a business that invests in customer experience.
Build customer champions across your organisation
The IIC Ambassador Award is a prestigious CPD-accredited programme designed to develop employees into confident customer experience ambassadors. Through the course, participants gain practical insights into understanding customer needs, building stronger relationships and consistently delivering exceptional service—regardless of their role or sector.
Recognising employees with the Ambassador Award demonstrates your organisation’s commitment to customer excellence while strengthening your brand’s customer-centric reputation.
Individual benefits:
- CPD Accredited: Counts towards CPD hours/points
- Raised profile: Recognition from customers and colleagues
- Improved performance: Practical tools for building stronger customer relationships
- Professional development: A transferable qualification supporting career growth
Company benefits:
- Consistent customer experience: Enables staff to consistently delight customers
- Increased brand reputation: Reinforces customer-centric credentials
- Maximise ROI: Integrate into induction programmes for consistency from day one
- Employee onboarding: Positions your organisation as an employer of choice