Everywhen wins gold (again!) for customer experience

The employee benefits experts at Everywhen have been awarded the Investor in Customers Gold Accreditation for the sixth year in a row.

The Investor in Customers (IIC) Gold Accreditation is a premier customer experience standard awarded to UK businesses that demonstrate exceptional client satisfaction, engagement, and loyalty. To win gold, Everywhen had to pass a rigorous, independent assessment where IIC evaluates how well the company knows, provides for and satisfies its customers.

The IIC assessment process is highly specific and focuses on four foundational pillars:

• Understanding customers: How well a company knows and anticipates its customers’ needs.
• Meeting customer needs: The relevance and effectiveness of the products and  services provided.
• Delighting customers: Consistently exceeding expectations.
• Engendering customer loyalty: Fostering long-term trust and advocacy.

To achieve the Gold standard, businesses must secure outstanding feedback across all four areas. The assessment is unique because it surveys three distinct audiences simultaneously: customers,  employees and senior leaders . By comparing the results from these three groups, IIC generates gap analysis to reveal exactly how Everywhen’s internal culture and perception align with the actual experience of its clients.

Iain Laws, CEO health & benefits at Everywhen, said: “We’re incredibly proud of this achievement and grateful to everyone who took time to complete the survey. Being awarded gold accreditation meant having to score highly from the leadership team, employees and customers, so this is great evidence that we are getting things right on all levels and practicing what we preach. We aim to delight our clients by providing a market-leading service that consistently creates value and an effortless experience.”

IIC ‘Company That Cares’ award

Everywhen is delighted to have also received the IIC ‘A Company That Cares’ award again, which recognises its commitment to putting customers first and going the extra mile when it matters most. For this additional award, assessors review information relating to potential new customers to see how customer-centric the business appears from the outside. Companies then complete a rigorous self-assessment, providing supporting evidence for how they understand and meet their clients’ needs.

In gratitude to the support of its customers, Everywhen is planting a tree for each completed survey and will be providing each customer with details of their tree and its carbon impact.

Iain Laws commented: “We will not be resting on our laurels. The feedback gathered enables our continuous-improvement  culture and is a vital point of connection between the business, our people and our customers..”

Tony Barritt, Managing Director at Investor in Customers added “Achieving Gold Accreditation for the sixth consecutive year is an outstanding accomplishment. It reflects Everywhen’s sustained commitment to understanding its customers, delivering consistently high standards and building lasting relationships. Retaining the A Company That Cares Award further demonstrates that care is firmly embedded across the business. The whole team should be justifiably proud.”

Image provided by Canva

Alicia Ward