Suffolk Life has been awarded the first-ever independent Investor In Customers award.
The Investor In Customers assessment is a new independent service which assesses and recognises companies in all business sectors for their customer focus in four key areas – understanding customer needs, meeting customer needs, delighting customers and developing long-term relationship with customersThe four principles are each broken down into four themes covering a wide range of criteria such as communication, product quality, treating customers fairly and the willingness of customers to recommend the firm to others. Each of these themes is separately assessed through desk, customer, senior management and employee research. In Suffolk Life’s case, the customer research was conducted with both advisers and customers.
There are three levels of recognition by the IIC – one star for meeting a satisfactory level, two stars for outstanding performance and three stars for exceptional performance. Suffolk Life has been awarded two stars and can use the Investor In Customers two-star logo on marketing material.
Suffolk Life chief executive Henry Catchpole says : “We take pride in the high levels of service we offer and it is gratifying to receive independent confirmation of the service we provide. We will continue to strive for excellence in all aspects of our administration services which is clearly a key to treating customers fairly.”