Verdict: IRIS Software shows early-stage public customer-centricity evidence, scoring 8.0/10 in this automated assessment of publicly available material. A customer satisfaction metric is referenced in public materials, though a specific score or programme detail has not been published. This report is based solely on publicly available evidence — internal programmes not reflected in public documents are not captured.
B+
8 / 10
Good — meaningful CX commitment
Scorecard
💬Customer language
3 / 3
Customer language appears consistently across multiple pages and investor materials, signalling that serving customers is a named organisational priority.
🔄CX programme evidence
2 / 3
Customer experience is acknowledged as a discipline, with references to feedback or service improvement appearing in official materials.
📊Measurement proof
3 / 3
NPS or a named customer metric is mentioned in public documents, though no specific score is published.
🤝Commitment depth
0 / 1
No specific evidence of executive-level accountability for customer satisfaction outcomes in public materials.
Overall score
Score of 8.0/10: the company demonstrates early-stage customer-centricity signals. The gap to a score of 5+ is typically bridged by publishing a named customer metric and adding explicit programme language to the website.
8/10
Evidence
Sorted by rubric tier descending — Tier 3 (named measurement) and Tier 4 (commitment depth) are the rarest and most differentiating signals. A single source page may satisfy several criteria (e.g. [T3a] + [T3b] + [T3c] stacked).
[T3a] NPS, CSAT, or named metric explicitly mentioned[T3c] Actual score or trend publishedStrongView ↗
, resources, and industry insights to cement its customer-centric approach across all levels of the organisation. Over the last year, IRIS achieved a customer satisfaction score of 92% during peak se…
[T3a] NPS, CSAT, or named metric explicitly mentioned[T3b] Named metric on a public web page (not only in PDF)StrongView ↗
IRIS Accountancy Suite Support – Support Guide We use the popular Net Promoter Score (NPS) model for surveying customer's after each incident is successfully closed and also twice-yearly to all users…
[T3a] NPS, CSAT, or named metric explicitly mentionedStrongView ↗
ka's tenure IRIS has tripled in size, transitioned to a cloud SaaS platform business, expanded into the Americas, significantly improved its customer NPS (Net Promoter Score), acquired more than 30 n…
[T3a] NPS, CSAT, or named metric explicitly mentionedStrongView ↗
2024, more than 5,500 customers migrated to IRIS' cloud-hosted accountancy platform, IRIS Elements, achieving a 95% cumulative customer satisfaction (CSAT) score.
[T2a] CX named as a discipline[T2c] Acting on feedback or CX in reportingMediumView ↗
company values and to ensure customers receive an excellent service, IRIS will utilise valuable tools, resources, and industry insights to cement its customer-centric approach across all levels of th…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
company values and to ensure customers receive an excellent service, IRIS will utilise valuable tools, resources, and industry insights to cement its customer-centric approach across all levels of th…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page typesWeakView ↗
IRIS Accountancy Suite Support – Support Guide We use the popular Net Promoter Score (NPS) model for surveying customer's after each incident is successfully closed and also twice-yearly to all users…
What IRIS Software is doing well
IRIS Software references customer satisfaction or feedback in its public materials, suggesting that customer outcomes are tracked internally. This provides a credible foundation — the next step is to surface that evidence publicly.
Customer language features in the company's communications, including website copy and investor materials. The tone suggests customers are considered a genuine priority rather than an afterthought.
What is missing
A customer satisfaction metric is mentioned but no specific score is published. Moving the metric from a passing reference to a prominently cited figure — even in an investor presentation — would significantly strengthen the public signal.
The CX programme is referenced but not described in sufficient detail. Adding specifics — feedback frequency, review process, or an example of action taken — would substantially strengthen the narrative.
Analyst implication: IRIS Software has the early ingredients of a customer-centric company. A targeted update to its public communications — publishing an NPS score and describing the feedback loop — would move the grade from 8 to 6+ and position it as a credible customer-led business.
How IRIS Software could improve its ranking
Elevate the NPS reference from a footnote to a featured metric. Citing the score prominently — on the website and in earnings materials — signals genuine accountability rather than occasional mention.
Add a 'How we listen to customers' paragraph to the corporate website. Describing the feedback cadence, who reviews results, and one example of action taken demonstrates that customer listening is operational, not aspirational.
Suggested website text
Want to improve this grade?
See what world-class customer-centricity looks like and what changes would move the needle for IRIS Software.
Recommended copy · About Us page · Net Promoter Score version
Listening to our customers' voice: We regularly gather customer feedback to understand what is working well, where improvements can be made, and how we can deliver a stronger experience. We measure customer loyalty through structured feedback methods, including the Net Promoter Score (NPS), as well as operational and quality indicators. We use this feedback to drive continuous improvement, strengthening our long-term customer relationships.
💡 Why this improves your score: Publishing this on the About Us page would move IRIS Software from T3a (NPS named in PDFs) to T3b (NPS visible on a public web page) — worth +1 point. If you add the actual score, that's T3c and worth +2 points total. Only ~3% of public companies do this.
See full scoring methodology →
Legal Disclaimer — DISCLAIMER: TheCustomerTest provides independent, editorial analysis based on publicly available documents and information. All scores, ratings, and commentary reflect subjective opinions derived from our methodology and are not statements of fact. Where customer metrics such as Net Promoter Score (NPS) or CSAT are referenced, they are not evaluated on their absolute value, but rather as evidence of transparency in measurement and a company's efforts to understand and improve customer experience. While we aim to use reliable sources, we make no representations regarding the accuracy, completeness, or timeliness of the content. We are not affiliated with, endorsed by, or sponsored by any of the companies referenced. This website's content is for informational purposes only and does not constitute professional advice. Users should not rely solely on these assessments for business decisions. To the fullest extent permitted by law, we disclaim all liability for any loss arising from use of this site, and we reserve the right to update or remove content at any time.
