Create positive experiences
At EQ, our vision is to improve the experiences and outcomes for customers by delivering products and services that are accessible to all. By designing accessible services, we aren’t just assisting people with specific needs, we are unlocking benefits for all.
We now have over 400 Dementia Friends at EQ, including most of our Customer Experience Centre.
We are now actively seeking customer feedback when considering improvements for our products and services, to understand their needs and ensure their voices are heard.
Learn and grow
It is really important to us that our colleagues recognise the impact their interactions have on our customers and that we provide them with opportunities to learn and grow.
Vulnerability Awareness Week
Over 600 colleagues joined a variety of sessions to learn about vulnerability, with topics including financial resilience, bereavement and mental health amongst others.
Due to launch in 2021, this is a space where our Customer Experience Centre colleagues can gain hands-on experiences designed to simulate different vulnerabilities and develop empathy skills.
Gain external insight
We work with external partners to gain valuable insight which has helped expand our thinking and improve our approach.
We are a member of The Investing and Saving Alliance (TISA) Working Group and have conducted the Vulnerability Radar Assessment to better understand areas we need to focus on.
Feedback from Prudential
"It’s been fantastic to see the efforts made to improve the experience of vulnerable customers over the last six months and the operation is in a better place now as a result. Thank you for all your hard work and dedication"