- Masterclass
The Care Conundrum
Here, we will take you through the different stages of care and share real-life client stories so you can see how this works in practice.
We are thrilled to announce that Equilibrium has once again achieved the Gold accreditation in the Investor in Customers (IIC) survey. With an outstanding overall score of 8.96/10, Equilibrium is in the top 4% of companies surveyed this year.
When assessing the business, the IIC gathers feedback from clients, the team and managers to form the basis of its results, with the aim of understanding the alignment of each party’s thinking. This provides valuable insights into the perspectives of all stakeholders involved.
The IIC scoring matrix is split across four key criteria: understanding customer needs, meeting customer needs, delighting customers and engendering loyalty. We are pleased to say we were accredited Gold across all four areas.
We would like to thank all our clients and team members who took the time to respond to the survey. Your valuable input enables us to continually evolve and improve our services and other aspects of the business, ensuring that we consistently deliver the best possible experience to our clients.
As always, this year, we received some great suggestions for areas of improvement, which we will be assessing in full over the upcoming weeks and months. Additionally, we are delighted to receive encouraging feedback about the aspects of our performance that are already making a positive impact.
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When asked what we do well, Equilibrium clients said: “Explain things in an easy-to-understand manner. They are always available if advise is needed. They give confidence to clients so they don’t have to worry about their investments.” “Knowing its customer and encouraging us to use our funds to make our lives better and not just watch it grow.” “Company communications are helpful and informative raising client awareness in topics that are relevant to personal circumstances. The Pulse and Mike’s investment seminars are excellent in explaining market conditions, performance and the future outlook.” |
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Tony Barritt, managing director of Investor in Customers, said: “Equilibrium’s results are exceptional! They clearly show the extent to which the client is at the heart of everything the firm stands for.” |
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Debbie Jukes, partner, and head of client care at Equilibrium, added: “We were very pleased to have kept hold of our Gold IIC accreditation this year. Client satisfaction is something we take extremely seriously, and to have this recognised by a distinguished body such as the IIC is a great accomplishment.” |
For more information on Investor in Customers and the accreditations they provide, visit their website here.
