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You’re only excellent if your clients think so

Equilibrium receives the Mark of Excellence for client experience

We’re only happy when our clients are happy. So, we’re really, really happy to announce that once again we’ve been awarded the Mark of Excellence for Client Experience by the CX awards, an independent assessment organisation.

The accreditation is awarded following an in-depth assessment of our client experience. All Equilibrium clients were surveyed on the below areas:

  • How easy is it to deal with Equilibrium?
  • How satisfied are they with the service provided?
  • Do they trust Equilibrium?

Staff were also surveyed to capture a full picture of the client journey

Our response rate of questionnaires from clients was 38%, which is double the average for this type of survey, meaning that our results are considered to be fully representative.

The overall unweighted score from respondents was 9.12/10. This is an extraordinary score for surveys of this nature and size. This breaks down to be an average of 9.08 from clients and an average of 9.36 from staff.

At Equilibrium we pride ourselves on the fact that we have always placed outstanding customer service at the centre of what we do. After 23 years in business it is fantastic to see that this is still recognised and that our clients value us as much as we value them.

We are extremely grateful to all our clients and staff who completed the survey and we look forward to continuing to build on our success!