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We are thrilled to announce that Equilibrium has once again been honoured with the prestigious Investors in Customers (IIC) Gold accreditation. This year, our achievement is even more remarkable, as we have also been recognised by the IIC as ‘A Company That Cares.’
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 and scored higher than ever before.
We would like to extend our sincere thanks to all our clients and team members who participated in the survey. Your feedback is invaluable in helping us grow and refine our services, ensuring we continue to provide the highest standards of experience for our clients. It was so rewarding to be described and recognised as “professional”, “trustworthy”, “friendly”, and commended for being “customer focused”, “caring” and “helpful”.
As always, we have received thoughtful suggestions for improvement this year, which we will review thoroughly in the coming weeks and months. At the same time, we are pleased to see such positive comments recognising the strengths and positive impact of our work so far.
By acting on feedback and focusing on continuous improvement, we’re confident we can build on this success and deliver even greater value in the year ahead.
Our clients said:
“I was introduced to Equilibrium approximately 12 years ago by a friend. The relationship has proved most worthwhile for us. So much so, we went on to introduce our son and his wife to Equilibrium. Not only that but we went on to introduce my aunt. Without Equilibrium, none of us would have had the financial security we now have, so would I recommend Equilibrium to others? Our family experiences speak for themselves!”
“For fifteen years they have successfully managed our investments with a clear understanding of our situation and requirements. This has helped us to make significant decisions with confidence that we can meet our future needs.”
Equilibrium Partner, and Head of Client Care, Debbie Jukes, said:
“This accolade is a testament to our unwavering dedication of putting people at the heart of everything we do and to consistently deliver experiences that go above and beyond expectations.
“Our commitment to excellence is not just reflected in our results – it’s embedded in our culture, our relationships, and in every interaction we have with our clients and colleagues. I am so proud of our team, who continue to set the standard for what it means to truly care.”
IIC said:
“Congratulations to the team at Equilibrium Financial Planning for your clear and heartfelt commitment to customer care. From your self-evaluation to your external channels, it’s evident that you are driven by purpose, quality, and deep client engagement.
“Your dedication to listening, acting on feedback, and continuously enhancing the experience you deliver is both authentic and mature.”
You can find out more about Investors in Customers and their comprehensive approach here.
