Enhancing our clients’ experience

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When we launched our first Investor in Customers (IIC) survey in May 2020, our aim was to establish a benchmark for what our clients think about working with Partners&. The great news is that, despite all that has gone on in the economy and the world at large, our clients still value the service we provide as reflected in our second Gold award. As a business which was created to set a new standard of service and risk advice in our market, this means the world to us. One of my favourite mottos is “feedback is a gift”. And, we are missing an opportunity to improve if we don’t do something with the feedback you have shared with us.

SEE OUR RESULTS

The purpose of this report is to thank you for your feedback and to demonstrate the value we place on your views by sharing how we intend to shape our business by embracing your input. It’s also a means of holding our team to account…if you like, keeping us honest, because we intend to report on our progress on each anniversary going forward.

We have numerous mechanisms throughout the year by which you can share your views and I would like to thank you in advance of providing further feedback on which we can build our business.

Thank you for your loyalty and support.

Our 2022/23 Results

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Our Investor in customer results (IIC)

See our survey results in detail

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Our NPS

Find out more about our NPS

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IIC Score Graphic

Our Investor in customer results (IIC)

See our survey results in detail
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Our NPS

Find out more about our NPS

What does it mean for us as a business?

Our aim is for our clients to have a positive experience working with us, and for them to pass that positive experience on by word of mouth recommendation to their family, friends and wider network. The more positive your experience, the more likely you will stay with us for years to come.

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How you scored us

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Understanding client needs

  • Knowing your customers 8.22
  • Understanding their needs 8.28
  • Anticipating their needs 7.98
  • Communicating effectively 8.29

How we will improve

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Meeting client needs

  • Product/service quality 8.23
  • Match to client needs 8.55
  • Customer feedback 8.38
  • Easy to do business with 8.41

How we will improve

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Delighting clients

  • Treating customers fairly 8.53
  • Right first time 8.23
  • Customer always right 8.44
  • Post-sales service 8.34

HOW WE WILL IMPROVE

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Building loyalty

  • Repeat purchases 8.44
  • Willing to recommend 8.52
  • Quality relationships 8.15
  • Customer experience 8.24

HOW WE WILL IMPROVE

Colleague support graphic

Understanding client needs

  • Knowing your customers 8.22
  • Understanding their needs 8.28
  • Anticipating their needs 7.98
  • Communicating effectively 8.29

How we will improve

Customer needs icon graphic

Meeting client needs

  • Product/service quality 8.23
  • Match to client needs 8.55
  • Customer feedback 8.38
  • Easy to do business with 8.41

How we will improve

Green smiley face png graphic

Delighting clients

  • Treating customers fairly 8.53
  • Right first time 8.23
  • Customer always right 8.44
  • Post-sales service 8.34

HOW WE WILL IMPROVE

Green hands shaking png graphic

Building loyalty

  • Repeat purchases 8.44
  • Willing to recommend 8.52
  • Quality relationships 8.15
  • Customer experience 8.24

HOW WE WILL IMPROVE

“This set of results for Partners& reinforces their status as an IIC Gold-rated business and showed improvement across all elements of the IIC model. Of particular note was the increase in score for anticipating client needs which has been a focus since the last assessment. Partners& is committed to continuous improvement and I know they will be listening to the feedback from this assessment and looking to continue to develop the experience they provide their clients and colleagues.”
Charlie Williams, CEO of CXCO Ltd (independent assessor)