Setting the gold standard for client experience

Barnett Waddingham (BW) has secured a fourth consecutive Gold Investor in Customers (IIC) accreditation for delivering exceptional client service.  

Recognised by IIC, a leading independent customer experience agency, BW has earned this prestigious accreditation by excelling in all areas of assessment for consulting and administration services to pension schemes.

With a remarkable overall score of 8.46 out of 10, this success underscores our commitment to client service. The accreditation is a testament to BW’s proficiency in understanding client needs, meeting those needs, delighting clients, and engendering loyalty, calculated based on feedback from clients and staff as part of the rigorous assessment process. 

What sets BW apart is not just our expertise, but the trust we inspire. In a comprehensive survey, over 90% of respondents expressed trust in BW staff, to behave with fairness, integrity, and honesty. Clients find staff to be friendly and praised their willingness to help, with the vast majority stating they are likely to continue their partnership with us. This Gold accreditation reaffirms our status as a leading independent UK professional services consultancy, setting the gold standard for exceptional client experiences and employee dedication while showcasing our continuous pursuit of excellence.

"To receive the highest possible award for a fourth consecutive year is a fantastic achievement. This award recognises the strong client-focused culture we have throughout our business and demonstrates our commitment to supporting our clients as a trusted partner who can be relied upon to deliver first-class, tailored solutions."

Andrew Vaughan, Senior Partner at Barnett Waddingham, said: "To receive the highest possible award for a fourth consecutive year is a fantastic achievement. This award recognises the strong client-focused culture we have throughout our business and demonstrates our commitment to supporting our clients as a trusted partner who can be relied upon to deliver first-class, tailored solutions.

"A large number of clients and staff took the time to complete this survey which means we can be confident that the results are a true reflection of how we are seen both internally and externally. 

"We achieved gold scores in every assessment area. The comments from clients who took part speak for themselves, with some of the most frequently used descriptions about BW being ‘professional’, ‘knowledgeable’ and ‘reliable’. 

"As ever, providing excellent client services is not a destination but a continuing journey. This accolade tells us we are on the right path and we will continue with our efforts to be the best for our clients." 

"Achieving the Gold accreditation is no mean feat, so for Barnett Waddingham to gain this top award for a fourth successive time really is truly remarkable."

Tony Barritt, Managing Director at IIC, said: "The Investor in Customers assessment provides businesses with an important measure of customer experience that enables them to stay competitive, identify areas of improvement, and drive growth and profitability. 

"Achieving the Gold accreditation is no mean feat, so for Barnett Waddingham to gain this top award for a fourth successive time really is truly remarkable. 

"It demonstrates that Barnett Waddingham is consistently focussed on the needs of its clients, and the detailed scores reflect an organisation which highly values both its clients and staff."

Comments provided by clients in the IIC survey

"It’s a pleasure working with them. Client experience is excellent. ALL staff are first class and a pleasure to work with."

"The service so far has been impeccable. I think everyone understands their responsibility is as part of a broader team to deliver the best service, knowledge and advice to their client. Happy staff which shines through to clients."

"There is high integrity and professionalism throughout the firm, and I have confidence in all those I deal with to get the job done efficiently and accurately. BW Focuses on the matter at hand and doesn't try to promote unnecessary additional work."