2018 is turning out to be a great year for EQ and, more importantly, for our clients. I’m pleased to see that our investment performance has remained strong, indeed over the past 12 months it has been quite exceptional compared with our competitors. I’ve been around long enough to know that there are bound to be some blips in the times ahead but right now I am really impressed with what our team has achieved. However, we are not at all complacent and we’ve been adding to the research team to help us to say ahead.
External recognition is also an indicator of how well we are doing. We’ve introduced a facility on our client portal for clients to provide feedback on their satisfaction levels with our service and I’m delighted to see that it is currently reflecting a Net Promoter Score of 79%. Anything over 50% is reckoned to be excellent. Our new business flow is excellent, the vast majority of it fuelled by referrals from existing clients – the best possible indicator of client satisfaction. We’ve also won a couple more awards – see details inside.
I am a strong believer in the benefits of employee ownership of businesses. In my experience it drives commitment, staff retention and long term thinking. Therefore I was delighted when almost 90% of our eligible staff decided to participate in the share ownership scheme that we launched last month. I am confident that this is also great news for clients because we know that continuity is important for you. We are well placed to deliver that because we have a clear intent to remain an independent company indefinitely and thereby avoid the disruption and conflicts of interest that arise in most takeovers.
Security is an increasingly hot topic, both in terms of data and safe custody of client assets. We certainly are not complacent about either of these but we feel confident that our defences are as strong as they can be.
We are very grateful for your support. Please let me know if there are any areas in which you think we can do better.