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Marsh Commercial achieves Gold award from customer experience experts

We’re delighted to announce that we have achieved the “Gold” award from customer experience experts Investor in Customers (IIC), following an independent assessment.

As a trusted insurance broker for over 165,000 UK SMEs, we strive to provide exceptional service. This award recognises our commitment to supporting our valued clients.

Alistair Fraser, Chief Executive Officer, Commercial & Corporate UK said:

"Our clients are at the heart of everything that we do. To have been endorsed for our service in this way is testament to the hard work and dedication of our colleagues across all our local offices.

I would like to extend a sincere thank you to all our clients for their business and continued trust and support. We do not intend to rest on this endorsement and will use the feedback from the assessment to maintain, develop and improve the service we provide to our clients."


Charlie Williams, Chief Executive, CXCO, who conducted the assessment said:

"This is an outstanding result for Marsh, reflecting the great work that has been done since 2020 when the business was first assessed.

The IIC assessment looks at 16 different aspects of client experience from both clients' and colleagues' perspectives. All 16 themes improved since the last assessment in 2022 which is unusual and a great achievement.

Specifically, scores for ‘Anticipating Needs’ and overall ‘Client Relationships’ are two of the most difficult areas to improve, and Marsh has achieved this as part of their “Gold” rating.

Improving client experience is a continuous process and the team at Marsh has demonstrated that they are adept at listening to feedback and implementing changes that result in better client outcomes."


We thank our valued clients who took the time out of their busy schedules to give their feedback. Here’s some of the lovely things they had to say:

“Our dealings with Marsh are always positive and they will try to assist and solve a problem/query where required.”

“I have a direct point of contact and the staff always respond and deal with my issues immediately.”

“Staff are helpful and proactive in dealing with us.”


To learn more about Investors in Customers, visit: cxco.co.uk/iic-assessments