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Customer satisfaction survey results

Wed 25 Jul 2018

96% of clients say EQ Riskfactor is a vital risk tool for their organisation

Client survey shows importance of EQ Riskfactor software to Equiniti Riskfactor's clients and the Support and Implementation team achieve a resounding 100% satisfaction

A survey conducted by Equiniti Riskfactor among its clients to gauge their satisfaction with the business has revealed overwhelming positive sentiment towards the software and the support team.

Overall, 96% of survey respondents stated that EQ Riskfactor, the core proposition providing risk management and fraud analytics software, is a vital risk tool for their organisation and provides financial information that they trust. 78% of Equiniti Riskfactor’s clients also said that they use the software on a daily basis as part of their ongoing risk monitoring processes.

Regarding the implementation process and when it comes to resolving any issues, clients were unambiguously content with the Support and Implementation team achieving a 100% satisfaction rate.

Raymond Lowrey, UK Risk Director at Bibby Financial Services – the UKs leading independent invoice finance specialist, praised the software, remarking:

The product is excellent and we use it for a lot more than the risk management element.” He also commented on the excellence of the Support and Implementation team, praising the “great support and services from the team.”

Reacting to the results of the survey where Equiniti Riskfactor achieved an impressive NPS (Net Promoter Score) of 70, Aaron Hughes, Managing Director of Equiniti Riskfactor, commented:

I am immensely proud of the entire team for putting customers at the heart of everything they do. We will continue to build on this strong NPS and ensure we remain as close as possible to our customers so that we are able to continue delivering what they need, when they need it.

We don’t see making a sale as the end of the process and wash our hands of any further responsibility: a huge part of what we do is the ongoing support, consultancy and customer service that we provide. Customers have placed their trust in us for over twenty years and we are incredibly proud to work with many leading players in the global commercial finance industry.”

Jon Watts, Implementation & Support Manager at Equiniti Riskfactor, added:

My team works tirelessly to build close relationships with every individual client to ensure that they understand their business and support needs. We help our clients at every stage of the process from implementation through to on-going support and the fact that 100% of clients responded positively makes me extremely proud of the team.”