Investor in Customers (IIC) Gold
Verlingue has held Investor in Customers (IIC) Gold accreditation since 2018, demonstrating consistently high standards of client service. This independent recognition reflects the way we support and work with our clients every day.
Verlingue has held Investor in Customers (IIC) Gold accreditation since 2018, demonstrating consistently high standards of client service. This independent recognition reflects the way we support and work with our clients every day.
What is Investor in Customers (IIC) Gold
Investor in Customers (IIC) Gold is an independent accreditation that measures the quality of customer experience using direct client feedback. It is the highest level awarded and reflects consistently strong performance in delivering service, building trust and creating long-term client relationships.
Discover how IIC Gold reflects our client service approach.
How does the IIC assessment work
Investor in Customers is built on a rigorous, evidence‑based assessment process, using direct feedback from clients rather than internal evaluation.
The assessment is based on four core pillars:
Understanding client needs
Meeting those needs consistently
Delivering added value to enhance the client experience
Building long-term client loyalty
This approach ensures that results are credible, measurable and rooted in real client insight.
As Danny Pickering, Consultant Sales Director at Investor in Customers, explains:
Only around 30% of businesses in the insurance sector achieve Gold standard on their first assessment.
How we achieved and maintain IIC Gold
Maintaining Investor in Customers (IIC) Gold accreditation requires consistently high levels of trust, reliability and service quality. Feedback from our clients highlights key strengths, including proactive support, hands-on account management, expert risk and insurance advice, and a genuine commitment to going the extra mile.
These service standards are reflected in our performance metrics, including a Net Promoter Score of +56, significantly above insurance industry benchmarks, and strong client retention year after year.
In a competitive insurance broking market, many organisations promise great customer service. IIC Gold provides independent validation that we deliver on that promise, supported by verified client feedback and third-party assessment.
Why IIC Gold matters
Investor in Customers Gold provides independent assurance that our service is consistently delivered and aligned with client expectations. It demonstrates that our approach is not based on internal measures alone, but on real feedback from the organisations we support.
For our clients, this means confidence in:
The quality and consistency of our service
Proactive support and advice
A long-term partnership approach
Continuous improvement driven by client feedback
Achieving IIC Gold status demonstrates that Verlingue consistently exceeds client expectations and delivers outstanding customer service across all areas of the business, based on verified insight from our clients.
FAQs
Who is behind the Investor in Customers (IIC) accreditation?
Investor in Customers (IIC) is an independent body that evaluates customer experience using direct client feedback and a structured assessment process.
Visit the Investor in Customers website for more information.
How is Investor in Customers (IIC) Gold measured?
Investor in Customers (IIC) Gold is based on a structured assessment of client experience using direct feedback from customers, employees and senior leadership. The assessment evaluates performance across four key pillars: understanding customer needs, meeting those needs, delivering added value and building long-term loyalty - with all areas independently scored and benchmarked against industry standards.
What scores did Verlingue achieve in the latest IIC assessment?
In the latest assessment (2025), Verlingue achieved Gold ratings across all four pillars, with strong overall scores and a Net Promoter Score of +56, reflecting high levels of client satisfaction and loyalty. Trust in employees to act with fairness and integrity scored above 9.0, while knowledge of services (8.97), reliability (8.70) and proactive support (8.67) were also highly rated. These results demonstrate high levels of client confidence, satisfaction and long-term loyalty.
Which areas of Verlingue service scored highest in the IIC assessment?
Here are the top 3:
I trust Verlingue's employees to behave with fairness, integrity and honesty - 9.03
Employees are knowledgeable about the services they provide - 8.89
Verlingue can be relied on to do what’s right for its clients - 8.87
How often is IIC Gold assessed?
IIC Gold accreditation is based on ongoing assessment and requires organisations to consistently demonstrate high standards of service and client satisfaction.
How long has Verlingue held the IIC gold?
Verlingue has been consistently holding the IIC gold accreditation since 2018.
Why is IIC Gold important?
It provides independent validation of customer experience and confirms that service standards are based on real client feedback rather than internal measures.