CMAC Group is buzzing to announce that we have been awarded the prestigious GOLD standard for customer experience by Investor in Customers (IIC) for the third year in a row.
Investor in Customers is an independent assessment body that rigorously evaluates businesses based on customer feedback and employee insight. This year, CMAC has retained its gold accreditation, whilst also surpassing our previous score with an even greater response rate - including feedback from our customers and staff overseas. This highlights our dedication to evolving and enhancing the client experience.
2025 key drivers of customer satisfaction include; knowledgeable, helpful, and reliable staff, clear and transparent communication, and a commitment to putting customers at the heart of everything CMAC Group do.
This recognition is validated by the exceptional feedback from CMAC’s valued customers. Here’s what customers from various sectors had to say:
- Events: ‘We've received comprehensive and high-quality support from CMAC, and this has not been the case with competitors.’
- Healthcare: ‘I have and will always recommend CMAC to others, your support is second to none.’
- Public: ‘CMAC provides confidence that should we need their services they will not let us down.’
- Aviation: ‘Having experiences of using other providers I feel CMAC are ‘stand out’ - the best.’
Peter Slater, CMAC’s Chief Executive Officer, commented:
“Winning the IIC Gold award for the third consecutive year is an incredible achievement and a testament to the dedication, expertise, and customer-first approach of our entire team. Every day, we strive to exceed expectations, and this recognition confirms that our efforts are making a real impact.”
“Our clients play a vital role in shaping our journey, and we sincerely appreciate their invaluable feedback. Listening to their insights allows us to refine our services, embrace new opportunities, and continue to grow as a business. The latest assessment results will be instrumental in guiding our future improvements, ensuring we maintain and build upon our high standards of customer service.”
Tony Barritt, Managing Director of Investor in Customers, said:
“Securing the gold award is a remarkable accomplishment. CMAC’s commitment to providing an outstanding customer experience is evident in its continuous improvement and strong client relationships. Their ability to take on board feedback and enhance service delivery year after year is commendable and reflective within the results and feedback they achieve.”
Next steps shaping how we continue to improve and evolve.
We're empowering 10% of our employees, from across the business, to become customer champions. Through IIC's eLearning course, our team will be equipped with the skills and knowledge to continue delivering exceptional customer experiences. The course is delivered through IIC and is CPD Accredited.
Over the coming weeks, we will be carefully reviewing customer insights, addressing specific feedback directly, while considering staff input to address key areas for improvement. By taking these actions, we remain dedicated to refining our service delivery and ensuring the best possible experience for customers.
As we celebrate this achievement, we remain focused on our mission to deliver exceptional customer service and use the valuable insights from the assessment to drive improvements.