Insight360
Investor In Customers
What is it
- We will gather your customer, employee and management perception data via questionnaires, using our 16-point methodology, and add our IIC perception and analysis to give you a true 360 stakeholder analysis of your CX and EX.
- We will enable you to listen to the voice of your customer and the voice of your employee to identify service improvements.
- We will measure your customer advocacy, identifying your most loyal customers and those that may be at risk.
- We will present your fully segmented analysis and insight report face-to-face and create a bespoke action plan for your business, with active touch-points with IIC along the way to help keep you on-track over a 12-month period.
- Subject to achieving the standard, we will award you with an IIC accreditation (gold, silver or bronze).

TESTIMONIALS

How does it work
How does it work Investor in Customers (IIC) will conduct an implementation meeting with you to agree how to adapt the IIC framework to best suit your needs. This meeting will allow IIC to agree the best questions to provide the information you require; the segments that you wish to analyse and the best time to run the surveys.
IIC will send surveys to all (or a selection of) your customers, employees and management. In addition, or alternatively, IIC can set up dedicated URL links to the relevant surveys which can be sent directly to customers by your senior team or key account managers.
IIC use standard questions sets but, where appropriate, will tailor these to your business requirements. The customer and employee question sets are different but cover the same topics, which allows direct comparison between internal and external perceptions of your business. We include “free text” questions which tend to point to specific areas where improvements can be made.
We also ask you to complete a short questionnaire which asks you about how you deal with your customers (complaints procedures, how you collect feedback etc). The responses to these questions, together with analysis of your website and literature are scored to provide an external perception of your customer centricity.
IIC will work with your project team to help with data, agreeing questions and email communications. We suggest that you brief key members of your team as soon as possible and mention the survey to all employees and customers in advance. This helps to drive up response rates and assures customers that the survey is genuine. The process usually involves you sending a warm-up email out a few days before we go live. IIC will provide you with examples of briefing documents and warm up communications.
Results
An action plan detailing how to grow your business by focusing on customer delight and a customer excellence award to independently verify your customer centricity.