Equiniti - Satisfaction Guaranteed

Account mAnAgement

sAtisfAction guArAnteed pAge 1/7

● Our Relationship Managers (RMs) listen, understand and present options for services that are tailored to a client's needs

● RMs act as the client voice within Equiniti to ensure that client needs are met

● RMs carry out annual planning sessions with clients to understand their objectives and plan accordingly

● Our RM team has over 250 years of account management experience

● Quality is checked via our own benchmarking survey and training and development is planned

Account management 60 second survey scores

5

4.5

4

3.5

3

2.5

2

1.5

1

0.5

0

Nov

emb

er 0

9

Jan

uar

y 10

Mar

ch 1

0

May

10

July

10

Sep

tem

ber

10

Nov

emb

er 1

0

Jan

uar

y 11

Mar

ch 1

1

50yeArs

ThE SERvicE pROvidEd by yOuR RElATiONShip MANAgER

Our longest client relationship has lasted for over 50 years

service to shAreholders


● 95% service level exceeded over the past two years

● Focus on customer experience and the customer journey

● introduction of customer champion role

● consistent quality of service

● End to end process management

● use of enhanced complaint trend analysis to improve processes

● improvement initiatives are effectively embedded into daily working practices across all products to improve customer experience

● As a member of the plain English society, all correspondence is written to adhere to its principles

customer complaints have reduced year on year and now represent only 0.03% of transaction volumes

Equiniti transaction service standards

Equiniti justified complaints as % transaction volumes

100%

99%

98%

97%

96%

95%

94%

93%

1,300,000

1,200,000

1,100,000

1,000,000

900,000

800,000

700,000

600,000

Q3

2009

Q4

2009

Q1

2010

Q2

2010

Q3

2010

Q4

2010

Q1

2011

Q2

2011

QuARTERly AvERAgE SERvicE

SERvicE STANdARd

QuARTERly AvERAgE vOluMES pROcESSEd

0.070%

0.060%

0.050%

0.040%

0.030%

0.020%

0.010%

0.000%

Q3

2009

Q4

2009

Q1

2010

Q2

2010

Q3

2010

Q4

2010

Q1

2011

Q2

2011

0.03%

contAct centre


● Equiniti received the ccA global Standard© Award for Service Excellence

● £100,000 software upgrade

● 95% SlA achieved consistently, with 80% calls answered within 20 seconds

● New training programme3500 hours in Q1 covering upskilling, corporate induction and regulation

● independent benchmarking500 call quality observations, 120 hours of spot checks and 25 hours of mystery shopping

of shareholders calling the contact centre rate us as good or very good91%

Equiniti contact centre Service Standards

100%

99%

98%

97%

96%

95%

94%

93%

250,000

240,000

230,000

220,000

210,000

200,000

190,000

180,000

Q3

2009

Q4

2009

Q1

2010

Q2

2010

Q3

2010

Q4

2010

Q1

2011

Q2

2011

QuARTERly TOTAl cAllS ANSwEREd

SERvicE STANdARd

AvERAgE MONThly vOluMES OF cAllS REcEivEd

● investment in our technology infrastructure and operations to ensure accuracy and transparency

● Transparent fee structure

● upgraded Selector system based on customer feedbackNow faster and more user friendly

● introduction of benson OnlineOur Investor Analytics tool allows registration clients to have web access via Selector to constant share register analysis

● ESp portalOne simple platform for increased colleague loyalty and engagement

● Equiniti.comAccess industry news, media releases and product information

● improved correspondenceMade 893 changes with 169 letters amended

service to compAny


dividend service


● Restructured team to focus on clients and planning. All clients issued with a contactable client manager

● 28 million dividend payments issued to shareholders each year

● The contact centre can now release payments over the telephone

● payments returned by bAcS are now automatically reviewed and reissued

● Education, Ezine article and planning meetings with clients to improve the process

● increased shareholder communication to encourage shareholders to sign up for bAcS

of dividends have been paid by us in Q1£5bn

meeting mAnAgement


● pre-season briefing and planning meeting including client discussion forum and Ezine articles

● information on proxy solicitation projects at daily and then two hourly intervals

● Rigorous and involved proofing process

● increase in clients offering cREST and Electronic proxy Appointment (EpA), giving more flexibility for shareholders

● clearer communication including web default letters

● Encouraged clients to reconsult regarding shareholder communication preferences which resulted in reduced numbers of hard copy requests

● delivered timely and accurate management information

● Real time proxy voting

● Question bank introduced

meetings planned and carried out on behalf of our clients this year so far192

overAll sAtisfAction


● Service levels have consistently exceeded 95% in the contact centre and shareholder service for the past two years

● Sponsorship of chartered Secretary roundtableDriving the agenda for hot topics in the industry

● Equiniti magazine Thought leadership from Equiniti

● webcasts Equiniti experts share insight on issues that matter to you

● involved in key market issues on behalf of our clients

● Regular discussion forums and working groups

● looking to solutions for a world without cheques

● Shareholder demographics studies

● improvements on analytic abilities

for more informAtion:If you have any questions about any aspect of our service, or would like to find out more about the changes we have implemented, please feel free to contact your relationship manager, or John Parker at [email protected]

InSIDE> BoardrooM divErsity

Making room at the

top for women pagE 8

how to iNFluENcE pEoplE

Valuable tips from a

man who knows pagE 26

i want

to make waves

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iNsight + iNForMatioN + lEadErship

maGaZine

> suMMEr 2011 > issuE 06

mailto:[email protected]

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Equiniti - Satisfaction Guaranteed