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CMAC Group Strikes Investor in Customers Gold for Second Consecutive Year

Posted Feb 06, 2023

CMAC IIC Gold 2023

CMAC has been awarded the prestigious Gold Standard for Customer Experience by Investor in Customers (IIC) for the second year in succession.

Investor in Customers is an independent assessment organisation which conducts rigorous benchmarking exercises to determine the quality of an organisation’s customer service and relationships. 

CMAC secured Gold after a rigorous investigatory process which produced a true, 360-degree appraisal of the business. The results, which show CMAC’s overall score is increasing year-on-year, confirms we have a robust, highly customer-centric culture which helps deliver an experience that consistently exceeds customer expectations. The findings also show a willingness shared by CMAC’s management and employees to implement learnings obtained from previous assessments. 

Neil Micklethwaite, CMAC’s Chief Operating Officer, said,

“It’s a great honour to be awarded the highest form of accreditation for exceptional standards in customer service and experience for the second year running!”

“The award is testament to the unswerving customer focus, perseverance, and dedication of every member of CMAC’s growing team during a year shaped by external challenges including the protracted post Covid lockdown which was experienced by many in the travel and transport industries, extreme weather conditions and industrial action. In addition, our staff played a pivotal role in supporting CMAC’s continuing growth into new markets and new service areas.” 

"In addition to IIC Gold status, CMAC holds the full suite of “Integrated Management System” ISO awards, including ISO 27001, the world’s leading standard for information security and management systems (ISMS) and ISO 9001 which is based on several quality management principles including strong customer focus and continual improvement."

“Taken together, IIC Gold standard and ISO accreditations help reassure clients, and their customers and travellers, that CMAC always follows best practice when it comes to managing people, processes, and technology” .

“The detailed survey feedback is useful in highlighting further ways in which we can improve our service, all of which are being built into our business strategy for 2023.”

Tony Barritt, Managing Director of Investor in Customers, said,

"By securing our prestigious Gold Investor in Customer Award, CMAC Group is providing its clients with the evidence they can trust the company to deliver a consistent, and exceptional experience in every situation. Positive customer experiences are crucial to the success of any business and it’s pleasing to see an organisation that takes pride in deliver customer care and a service that guarantees client satisfaction.” 

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