Consumers Praise Equity Release Supermarket for their Unrivalled Customer Service Levels
The UK’s No.1 independent equity release advisory service, Equity Release Supermarket (ERS), gained another win at the Personal Finance Awards today to add to their collection.
The 25th annual awards received an overwhelming 48,328 votes by consumers, with Equity Release Supermarket topping the leader board to win ‘Best Equity Release Adviser Customer Service’ for 2022.
Mark Gregory, Founder & CEO at Equity Release Supermarket commented: “These achievements are particularly special to us, given that they are voted for by finance readers and the consumer market.
“Our customers are at the centre of all we do, and we have always made it our mission to be as open and transparent as possible.
“We understand what a turbulent time and difficult period it is for the nation, with the cost-of-living crisis and increases to taxes and daily bills. We therefore always treat our clients with the optimum care, honest and open advice, as well as compassion and empathy which is why we’ve been recognised for this accolade.”
Further endorsement of their excellent customer service levels was achieved when feefo crowned ERS the ‘Platinum Service Award Winner’ for both 2022 and 2021. What’s more, they gained 204 5-star ratings and an average 4.9 rating out of 5 across a 12-month period.
The firm were also highly commended in the ‘Best Equity Release Adviser’ category at the awards.
News of which follows closely after the innovative fin-tech firm launched their first ever television advertising campaign last month, publicising their Industry-first digital solution for consumers – known as smartER™ – an equity release comparison tool.
Mark went on to say: “We have shaped a more inclusive customer experience, remaining committed to sharing our expertise with the industry through product development, user testing, and through the comprehensive MI that smartER™ generates.
“Through this platform, we strive to empower our customers so that when they do speak with one of our advisers, they have the confidence they need and the reassurance that equity release is the right solution for them.”
This year the FCA’s ‘Consumer Duty’ principles set out higher and clearer standards of consumer protection across financial services and requires firms to put their customer’s needs first – which is exactly what smartER™ has done and aligned to, by giving customers the information they need, at the right time and presented in a way they can understand.
Mark added: “Since launching the platform, the acceleration and uptake has been overwhelming – already accounting for 16% of our applications and those who use smartER are six times more likely to complete on a product in comparison to a typical equity release calculator.
“We’re delighted that after three years of hard work developing the technology, we can offer the industry a solution that gives consumers not only more control, but more in-depth information, a better understanding of the plans out there and greater insight to match their requirements.”
ERS also received ‘Best Later Life Broker’ at this week’s Mortgage Introducer Awards.
