Member Article

Equilibrium scoops award for client experience

Equilibrium Asset Management has been awarded the Mark of Excellence for Client Experience by the independent assessment organisation CX Awards Limited.

The Mark of Excellence award came after an in depth assessment of Equilibrium’s Client Experience focussing on the areas of experience, satisfaction and trust.

The CX assessment process uses a series of online questionnaires covering the perception of clients and staff.

The response rate from Equilibrium’s clients was 42 per cent which is double the average for client experience surveys which means the results can be taken as fully representative.

Neil Craig, director, CX Awards commented: “In my experience of running assessment surveys for more than 10 years, these results are unprecedented and place Equilibrium at the very top of the client experience tree.

“Equilibrium recorded exceptional scores across the board, reflecting the fact that clients find them a pleasure to deal with, appreciate the support they get and invariably are very keen to keep using them.”

Debbie Jukes, partner and head of client care at Equilibrium Asset Management, commented:

“To be recognised as a firm which offers excellence in client experience is absolutely fantastic. We pride ourselves on the fact that we have always placed outstanding customer service at the centre of our business, and I think this accreditation is even more special due to us recently celebrating our 21st anniversary.

“Everything the business does is with the sole aim of adding value for our clients so I’m delighted that this accreditation has acknowledged the excellent service we provide.”

Respondents were also asked for written feedback about Equilibrium and the following comments are typical:

“I am naturally very cautious and it takes a lot for me to trust people, but everything is so straightforward and everyone is so easy to deal with that it engenders complete trust in Equilibrium.”

“Equilibrium provide a reassuring, knowledgeable and friendly service. They explain everything clearly and there is always someone to contact with any queries. For me personally they have given peace of mind financially.”

Neil Craig added: “The key points coming from the staff feedback are that they feel that the business is strongly client focused and they really enjoy working at Equilibrium – the perfect recipe for business success”.

As one staff member said: ’‘This is the best place I’ve ever worked. We don’t cut corners, we do what is right and there is a great ethos and culture here!“

All questions are scored out of 10 and the overall unweighted score from 333 respondents was 9.31 which is an extraordinary score for surveys of this nature and size. The average from 282 clients was 9.27 and 51 staff averaged 9.36.

This was posted in Bdaily's Members' News section by Ben Smith .