Partners& has been awarded gold status by Investor in Customers (IIC), an independent assessment and benchmarking organisation that specialises in evaluating client service quality and the strength of client relationships.
It is the third time the award-winning insurance advisory business has achieved the ‘exceptional standard’ as part of its client experience programme. On this occasion, Partners& achieved its highest overall score, whilst improving its client proposition in 15 out of 16 categories.
The IIC survey explores client relationships developed across four core dimensions:
- Understanding clients
- Designing solutions that meet clients’ needs
- Delighting clients
- Building loyalty
Year on year, Partners& has progressively improved across each of these dimensions. This year, Partners& introduced questions around the Consumer Duty outcomes, in line with FCA recommendations, to measure how they are delivering against these metrics.
The survey question where Partners& received the highest score was “I trust the company’s staff to behave with fairness, integrity and honesty”.
The overall IIC survey results are calculated to produce a net promoter score which answers the question, “How likely are you to recommend this company”. Partners& achieved an overall score of +68, up from +58 in 2022.
Phil Barton, Partners& Group CEO said: “In 2020, Partners& set out to challenge the status quo in the insurance industry, setting new standards for client advice and service. We fundamentally believe that the best client solutions are delivered by thoroughly understanding each client’s needs, challenges, and opportunities. These results demonstrate that our innovative approach is having a positive impact.
“Based on our incredible overall score and individual feedback directly from clients, it is clear our clients trust that we’re standing shoulder to shoulder with them to help them understand what insurance, health, and protection advice they need and value the solutions we establish for them. In a complex and changing world, it’s critical that clients know they are dealing with people who are focused on providing the right advice, and care passionately about client outcomes.
I’m thrilled with these results and inspired to accelerate our journey of continuously improving our client experience.”
Charlie Williams, Managing Director, CXCO, the IIC Assessor said: “We’ve been assessing Partners& since their inception and have seen a steady improvement over that time. This reflects the clear strategy of the business to establish a new level of client service. Congratulations to everyone at Partners& for their role in enabling this result which reflects a truly client-centric business.”
