Press Release | 18/12/2018

Trafalgar House awarded Investor in Customers Gold for second year running

Trafalgar House, the pensions administration specialist, today announced the successful achievement of the Investor in Customers (IIC) Gold Award, the highest available accolade, for the second successive year.

Garry Wake, Managing Director at Trafalgar House, commented:

“As a specialist administrator, putting members first has always been at the core of what we do. We are, therefore, very proud to have attained the Gold Award from Investor in Customers for the second year running. The IIC framework is extremely comprehensive, inviting feedback across a variety of assessment areas. This award is proof-positive from our clients and members that our customer-focused approach is working.

With the administration market coming under increasing strain, member experience is very high on trustees’ agendas. This award is a strong indicator of not only the quality but also the consistency of our service and we are delighted to have scored so highly against all of IIC’s four customer service principles.”

Tony Barritt, Managing Director at Investor in Customers added:

“After achieving IIC Gold at their first attempt, Trafalgar House have continued to improve and have deservedly retained their award this year.  They have grown significantly in the last 12-months yet have managed to maintain the high level of service they provide to existing clients and members, whilst receiving praise (and high scores) from those new clients who were assessed for the first time.  The internal perspective shows a similar story with new employees buying in to the Trafalgar House culture quickly and fully understanding both the importance of, and their role in, delivering an exceptional customer experience.”

Notes to editors:

Investor in Customers

We are a leading independent customer experience agency with a unique assessment methodology and more than 10 years’ experience. We carry out in-depth assessments for organisations, interpreting the results for them and delivering detailed and personalised action plans for improvement.

An Investor in Customers (IIC) assessment can also deliver an accreditation in the shape of our industry-recognised IIC Gold, Silver and Bronze Awards. Putting you head and shoulders above your competition.

By uncovering the truth behind the customer experience you deliver, we can help your business be remarkable. More importantly, we can help you prove regularity compliance and make you more profitable too. Experts agree that the quality of the customer experience that an organisation delivers is the single largest factor in determining its profitability and long-term success. Investor in Customers exist to help companies harness the power of insight to improve customer experience.

For FCA regulated industries, our assessment provides independent validation of your customer principles, culture and delivery, to show you treat customers fairly. It demonstrates you have an ongoing commitment to measurement, feedback and improvement, as the insights gathered will help you address weak spots and enhance strengths, year on year.

Investor in Customers have been operating since 2006 and are trusted by a wide variety of businesses to deliver insight, pinpoint issues and verify their customers’ experience. We’ve already surveyed more than 2 million people and accredited over 250 businesses, including many from the Insurance, Pensions, Investment and Financial Advisory markets, as well as Professional Services sector.


Sharon Clapp
Head of Customer Experience
07467 956343

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