CMAC Group receive 'Silver' award from leading customer experience experts, Investor in Customers (IIC).
This is our first IIC assessment and there were particular highlights from clients around the fact we treat customers fairly, and the quality of the relationship they have with them.
There were many complimentary comments from our happy clients, some of which included:
- “The company and its staff are very professional and committed to provide an excellent service. They are reliable, efficient and provide a range of options to fit our requirements.”
- “CMAC is fully aligned to our needs, is ready and able promptly to assist and maintains strong working relationships to get the job done.”
- “Throughout our working relationship we've always had great performance. Any changes to procedures are always embraced without complaint and we continue to work together to seek ways to improve our operation.”
- “CMAC provide a fantastic service, both on an ongoing basis and especially during a crisis. I have complete trust in them as a service provider.”
Investor in Customers (IIC) is a specialist customer experience (CX) agency. Helping organisations increase their profitability by improving customer retention and acquisition through enhancing the experience they provide to their customers and the engagement they have with their employees.
This is done by analysing the gaps between what senior leaders believe should be delivered; what employees think they are providing and the customers perception of what they receive culminating in a detailed report which highlights shortfalls in CX, compares each of the respondent groups and supplies an action plan to close any identified gaps with suggestions to put improvements in place.
Tony Barritt, Managing Director at IIC, commented:
“CMAC have done really well to achieve a Silver IIC Award in their first assessment. The majority of customers are delighted with the service provided and there is clear evidence that the senior management team both recognise the importance of putting the customer first and empower employees to take appropriate action at the right time. It is clear that their desire to “treat people how we would want to be treated” is understood and actioned throughout the organisation.”
Peter Slater (Chief Operating Officer), at CMAC added:
“We are delighted to have been accredited a Silver IIC Award which has independently verified trust and reassurance in our brand. We always strive to go the ‘extra mile’ in customer service and this award recognises the vital input and dedication of all our staff.”