Michael Lang
Executive Vice President, Equity Markets
Thank you to the 800-plus clients who last fall responded to our annual survey, administered by the independent financial industry research firm National Quality Review (NQR). Computershare is committed to continuous service improvement, which includes both service excellence from our talented people as well as expanding the products, services, features and ease-of-use we offer. Your input and feedback are critical to the process and we truly appreciate you taking the time to complete the survey.
I’m pleased to let you know that our 2024 results were quite favorable:
97% overall satisfaction
98% satisfaction with relationship management
97% satisfaction with products and services
90% satisfaction with service to shareholders
Our net promoter score (NPS) jumped from 58 in 2023 to 69 in 2024 – an NPS score above 50 is considered excellent. This gives us confidence that we are focused on the items that are most important to you and that our people have the training, tools and empowerment needed to effectively support you and your shareholders.
More importantly, however, your comments and ratings help identify areas of opportunity as well as alert us to the most significant business challenges you face, so we can focus our efforts on supporting your changing needs. There were some prominent common themes across companies who responded to our survey with respect to business challenges:
Market uncertainty
Regulatory concerns
“Doing more with less” from a staffing perspective
Rising costs due to inflation
As for service delivery, the biggest opportunity continues to be helping shareholders (or family members representing them) understand the complex requirements around stock transactions and escheatment (which drove a record number of calls in 2023). Your feedback, along with feedback from shareholder surveys and focus groups, is helping us redesign customer journeys which in turn, will help people get done what they need to get done, quickly, conveniently and securely.
Thank you again for your ongoing feedback. If you’d like more information on our survey process or results, please contact your Relationship Manager.
Latest News & Insights