- Broadstone receives top ranking for sixth successive year with gold scores registered across all key areas and stakeholders
- Overall score increases from 8.53 in 2023 to 8.58 in 2024 demonstrating further commitment to customer-centricity
Broadstone, a leading independent financial services consultancy, has been awarded the coveted Gold ranking from Investor in Customers (IIC) in 2024 for a sixth consecutive year.
Across all four categories – understanding customer needs, meeting customer needs, delighting customers and engendering loyalty – Broadstone received the maximum Gold ranking, demonstrating the strength of its customer-centric proposition.
In its evaluation report, IIC praised how its segmental analysis highlighted that all three divisions – Pensions Advice and Administration, Employee Benefits Consulting and Insurance, Regulatory & Risk – maintained the highest standards.
The key drivers behind Broadstone’s high level of customer satisfaction were cited as its speed and accuracy of response to customer requests, developing relationships with key contacts as well as the knowledge and communication skills of Broadstone employees.
The report also found that Broadstone colleagues consistently understood and met customer needs with the senior personnel leading by example in demonstrating true commitment to customer-centricity.
Tony Gusmao, Chief Executive at Broadstone, said: “We are passionate about delivering high quality advice, service and propositions for our customers – this commitment is at the core of our business and underpins our growth ambitions. It is rewarding to once more receive the Gold ranking from Investor in Customers, demonstrating the strength of our business across all three of our operating divisions.
“It is especially pleasing to see the knowledge and communication abilities of Broadstone colleagues singled out for praise by Investor in Customers. Great people are fundamental to our success by delivering the high-quality independent consultancy and advice we pride ourselves on. It is also helpful to see areas where we can continue to refine our operations and services to further improve our offering.”
Tony Barritt, Managing Director at Investor in Customers (IIC) added: “Broadstone’s sixth consecutive gold award highlights its unwavering commitment to putting the customer at the centre of everything they do. Client feedback from all areas of the business has been overwhelmingly positive, demonstrating the company’s focus on fair treatment and continuous service improvement. Likewise, feedback from employees and senior managers reinforces the shared dedication to not only meeting customer needs but consistently exceeding expectations to deliver an exceptional experience.”
