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Partners& scores gold in Investor in Customers survey

Partners& has been awarded gold status by Investor in Customers (IIC), an independent assessment and benchmarking organisation specialising in client service quality and the strength of client relationships. It is the second time the leading insurance advisory business has achieved the ‘exceptional standard’ as part of its client experience programme.

Having undertaken its first survey in May 2020, the second survey is part of Partners&’s continuing commitment to delivering exceptional outcomes for clients, establishing itself as the leading insurance advisory business in the UK.

Partners& fundamentally believes that the best client solutions are delivered by thoroughly understanding the needs, challenges and opportunities of its clients. The IIC survey explores the client relationships developed by Partners& across four dimensions:

  • Understanding clients
  • Designing solutions that meet client needs
  • Delighting clients
  • Building loyalty

In addition, the results are calculated to produce a net promoter score, which answers the question, “How likely are you to recommend this company”.

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 who completed the IIC assessment

According to Partners& CEO, Phil Barton: “From the outset of Partners&, which we launched in April 2020, our aim has been to provide our clients with exceptional advice and unrivalled client service, enabling each of them to withstand the challenges presented by a complex and changing world. Our aim is to build resilience into our clients’ businesses so that they can achieve their plans and ambitions. As a business committed to a progressive approach which seeks continuous improvement these survey results both confirm the quality we deliver for clients and an opportunity to improve again.

“Through this latest exercise, our clients have told us what they need – now we are putting measures in place to respond to that feedback. This plan will drive our 2023 strategy around learning and development, relationship management and service enhancements to ensure the experience our clients have with us sets the standard in our industry.”

About Partners&

Partners& is a Chartered insurance broker providing specialist insurance, employee benefits, risk management and claims advice to businesses and private clients. As a next generation insurance advisory business, Partners& combines the best traditions of broking, such as technical advice and client service, with modern thinking and intelligent use of technology, to enhance the client experience and create a dynamic workplace for its talented team. Recent accolades include the Best Diversity & Inclusion Programme and Best UK Start Up at the 2021 UK Broker Awards and the Diversity and Inclusion category at the Broker Innovation Awards 2022.  It has also been awarded its second gold Investor in Customers award demonstrating its commitment to delivering exceptional client experience.

For more information, contact Malia Brown at or visit