Client Survey 2023

24 May 2023 | Icon news

At Icon, client satisfaction is the cornerstone of our success. We are constantly improving our services to ensure that our clients’ experiences with us are nothing short of exceptional. As part of this we recently conducted our comprehensive annual client survey. The excellent feedback we received is a testament to the hard work of our teams and we are delighted to share some key responses.

Why we do a client survey

At Icon, everything we do is data-driven. Whether that is using our extensive property data to inform home searches, or gathering feedback from clients and assignees on our services, we use data to know that we are providing our relocation services to the highest quality possible. Our annual client survey provides valuable feedback that helps us understand the changing needs and preferences of our clients, helps us build stronger relationships with our clients and allows us to act quickly to adapt our services if needed.

How our client survey works

Each year, we send the survey out to every contact at each of our clients so they are all given the opportunity to respond. We ask about their overall satisfaction levels with Icon, as well as the relocation and moving sides of the business. We focus in on their experiences of specific services as well as other elements of the business including invoicing and customer service. We also ask about their priorities for global mobility services to ensure we are always adapting in line with their needs. By asking the same questions each year, we can track changes over time and ensure we are ahead of industry trends.

What did our clients say?

We are delighted that every one of our clients who responded to the survey said they were satisfied with the services we provide to them. On top of that, over 70% said that it was very likely that they would recommend Icon to others, with excellent overall Net Promoter Scores of 75.00 for our relocation services, and 71.43 for our moving services.

Beyond simply delivering high quality services that our clients are happy with, over 90% also agreed that Icon acts as a trusted advisor on global mobility matters. We hold innovation and technology at the heart of our company, and over 80% agreed that Icon is an innovative relocation company. Our clients noted that, overall, speed of communication and the quality and reliability of services were the most important factors – both areas we excel at.

Client responses

“Icon is an amazing company, I have never worked with a supplier like them and I have been in the industry for five years. They gel so well and they are seamless. It’s amazing to see. I love when I have inbound UK moves because I just know that they will be in good hands. Phenomenal team.”

“Their expertise and willingness to share is so important in my being able to deliver great service.”

“It was always a pleasure speaking to the consultants. They were all extremely friendly and very helpful.”

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