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 gain an understanding of what our clients think about working with Partners&, identify areas of improvement and build a plan to deliver an enhanced proposition based on client feedback.

SEE OUR RESULTS

The great news from each of the IIC surveys we have undertaken is that, despite all that has gone on in the economy and the world at large, our clients really value the service and advice we provide, reflected in three consecutive Gold awards.

As a business created to set a new standard for service and risk advice, this means the world to us, although we are determined not to rest on our laurels. One of my favourite sayings is “feedback is a gift”, so there is no doubt, we would be missing an opportunity to improve if we didn’t listen to, and act upon, the feedback our clients have shared with us.

Having distilled and analysed the feedback, we have created an action plan to address salient points and to improve the way we engage with our clients.

In the “How you scored us” section below, we outline what we have done and share what this means for our clients. We’re excited to share the results, and to thank our clients for being part of our journey to build and shape, what we hope will continue to be the best insurance advisory business in the UK.

Our 2024 Results

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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Our Investor in customer results (IIC)

See our survey results in detail

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.

How you scored us

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Understanding client needs

  • Knowing your customers 8.52
  • Understanding their needs 8.43
  • Anticipating their needs 8.05
  • Communicating effectively 8.53

What we've done

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Meeting client needs

  • Product/service quality 8.53
  • Match to client needs 8.72
  • Customer feedback 8.54
  • Easy to do business with 8.60

What we've done

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Delighting clients

  • Treating customers fairly 8.53
  • Right first time 8.48
  • Customer always right 8.56
  • Post-sales service 8.57

What we've done

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Building loyalty

  • Repeat purchases 8.75
  • Willing to recommend 8.63
  • Quality relationships 8.42
  • Customer experience 8.43

What we've done

Colleague support graphic

Understanding client needs

  • Knowing your customers 8.52
  • Understanding their needs 8.43
  • Anticipating their needs 8.05
  • Communicating effectively 8.53

What we've done

Customer needs icon graphic

Meeting client needs

  • Product/service quality 8.53
  • Match to client needs 8.72
  • Customer feedback 8.54
  • Easy to do business with 8.60

What we've done

Green smiley face png graphic

Delighting clients

  • Treating customers fairly 8.53
  • Right first time 8.48
  • Customer always right 8.56
  • Post-sales service 8.57

What we've done

Green hands shaking png graphic

Building loyalty

  • Repeat purchases 8.75
  • Willing to recommend 8.63
  • Quality relationships 8.42
  • Customer experience 8.43

What we've done

“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)