Three voices. One mark.
A verified recognition programme for smaller businesses and the places customers meet them. Not what a business says about itself, but what its owner, its team and its customers each confirm.
TEEM, certified by ICXI
Every business says it gives a great experience. TEEM is how a business proves it.
Cafés and restaurants, shops, hotels and guest houses, clinics and pharmacies, salons, garages and trades, estate agents, attractions and many more: TEEM covers more than 35 sectors, and verifies the experience at the point of delivery.
The purpose is not simply to award a mark. TEEM helps a business understand the experience it gives today, see where its three voices disagree, and raise its performance year after year.
Assess · Listen · Understand · Improve · Benchmark · Verify · Display · Recognise · Renew
Where the voices agree, confidence is high. Where they differ, the report shows where to look.
All three are gathered online, in the business’s own language, on Jasper.
Business Voice
The owner or manager · About 15 minutes Statements on how the business runs, each backed by proportionate evidence.
Employee Voice
The team, anonymously · 3 to 4 minutes Through an ICXI link or QR code: what working there is really like, and what is really delivered.
Customer Voice
Real customers · Around 90 seconds By QR code or link at the till, at check-out or after a visit.
Independent observation
A calibrated observer · One visit Visits as a real customer would. Required for Distinction and Exemplar.
The same seven dimensions in every sector, and a module of its own for each sector edition. The report places the three voices side by side, so a gap shows where to look first.
- Welcome & First ImpressionArrival, readiness and the first moments.Aligned
- Ease & ClarityClear information, clear prices and an easy journey.Aligned
- People & ConsistencyWarm, knowledgeable and reliable service, every time.Look here
- Putting It RightOwnership when something goes wrong.Aligned
- Listening & ImprovingActing on what customers and staff say.Look here
- Care & InclusionDignity, accessibility and respect for every customer.Aligned
- Team & WellbeingA happy, valued team that shows in the service.Look here
Nine families. More than 35 sectors.
Every business is assessed in its own sector edition: the same Three Voices and seven dimensions, plus the questions that matter in that line of work. So a café is compared with cafés, and a clinic with clinics.
Food & Beverage
Where people eat and drink
Cafés, restaurants, quick service and bars: the welcome, the wait, the food arriving as promised, and putting it right when it does not.
Retail
Where people shop
High-street shops and online sellers: finding what you need, honest prices, easy returns and staff who know the product.
Hospitality & Stay
Where people sleep
From the small hotel to the guest house: arrival, the room as described, the people and the stay as a whole.
Tourism & Leisure
Where people visit and play
Attractions, tours, venues and leisure: every item drawn from the core clauses of ITEXS 2026. The Tourism edition adds honest booking and pricing, visitor safety, accessibility information, local culture, handling disruption and responsible tourism.
Transport
Where people travel
Getting customers there and back: booking, punctuality, the vehicle, the driver and fair pricing.
Health & Wellness
Where people are cared for
Clinics, pharmacies, salons and spas: dignity, clear information, safety and care at every visit.
Personal & Professional Services
Where people get things done
Professionals and trades who come to you or serve you in person: clear quotes, reliability and work done right.
Financial & Property
Where people trust you with money
Brokers, money exchange and property: transparency, fairness and explanations people understand.
Community & Other Services
Where the experience matters most
Public counters, funeral services and regulated venues, each with a sector module of its own.
Sector editions open in phases. Ask ICXI or your local partner which are available in your country.
Recognised in words. Never stars.
A business receives the highest grade whose conditions it meets. A weak area cannot be averaged away.
TEEM Merit
A consistently good experience, confirmed by the business, its team and its customers.
TEEM Distinction
A strong experience, confirmed by independent observation.
TEEM Exemplar
An outstanding experience, with all three voices closely aligned and real improvements driven by customer and staff insight.
Safety, discrimination and misleading information are treated as critical, whatever the overall score.
A mark customers can see. A plan the business can use.
- CertificateIssued by ICXI
Stating the grade achieved, with a public verification record.
- RosetteFor the window and the website
A Rosette decal, digital badge and artwork for booking pages.
- InsightsThe AI Insights report
Clear findings from Jasper, voice by voice, and where the voices differ.
- RoadmapTwelve months of actions
Practical, prioritised improvements, with benchmarking against similar businesses.
Verified businesses join their local TEEM community and become eligible for the Experience Excellence Awards, recognition based on verified performance rather than written submissions.
Asked by owners. Answered plainly.
What is TEEM?
Who certifies TEEM?
Why words and not stars?
What if something critical is wrong?
How long does a mark last?
Prove the experience you give.
TEEM is available through ICXI and its partners around the world.