Over the past two years we’ve implemented a Customer Insight programme to measure your satisfaction with our performance and hear your feedback so we ensure we maintain the high standards of excellence you expect.
As part of the programme, You Told Us, We Listened, You told us: “The call centre could be improved.”
We listened: We are beginning a journey to deliver outstanding customer experience.
Each day different messages were communicated to our employees, creating a fictional Equiniti customer, talking about what great customer service looks like, looking at the treatment of vulnerable customers and our new vulnerable customer policy and how we can work together to create a positive customer experience at Equiniti.
We look forward to updating you further as our customer experience journey continues.