10 August 2021
Towergate Health & Protection achieves Investor in Customers Gold Accreditation
Towergate Health & Protection has achieved the Gold standard for the Investor in Customers (IIC) assessment process, with the client experience being classed by IIC as ‘exceptional’. It shows a journey of ongoing continuous improvement from Bronze in 2019, to Silver in 2020, and now Gold for 2021.
IIC is an independent assessment organisation that conducts rigorous benchmarking exercises. These exercises determine the quality of customer service and relationships across a number of dimensions, including:
- How well a company understands its clients
- How it meets their needs
- How it engenders loyalty
- How it delights clients
IIC also compares and contrasts the views of staff and senior management to identify how embedded the client is within the company's thinking. All audience scores were classed as gold, as were all overall principle scores and all overall theme scores. All client scores have increased year on year.
Iain Laws, CEO, Towergate Health & Protection said: “The IIC story over the last three years is another measure of the excellent progress that has been made by Towergate Health & Protection towards our goal of being recognised as the market-leading health and protection advisory business. It is also a fitting demonstration of our shared belief, energy and determination to delight our clients through a relentless focus on service excellence. I am privileged to lead such a talented and committed team who are passionate about our service and the protection and support this provides.
“We will not be resting on our laurels – we will be listening carefully to all our client and colleague feedback to improve our service still further.”
Sandy Bryson, Director IIC said: “I am absolutely thrilled for the whole Towergate Health & Protection team in achieving an IIC gold award, recognising they are providing an exceptional client experience.
“We have been on a journey of continuous improvement together over the past 3 years and that journey hasn’t stopped! The culture of the business is quite fantastic. Many congratulations.”