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Celebrating a decade of five-star customer service

7 Dec 2023 Reading time: 2 mins

Every year nearly 4000 financial advisers vote in the Financial Advice Service Awards, to highlight the very best in service provision to advisers and their clients from across the industry.

We’re absolutely delighted that Octopus Investments has been awarded five stars in the Investments category for an incredible TEN consecutive years!

To mark this phenomenal milestone, we thought we’d take the opportunity to reflect on our approach to customer service and how we plan to maintain our standards going into the next decade.

It’s about how you make people feel

From the very beginning, we set out to be a financial services company with a difference.

Building real relationships with our customers that are grounded in trust, reliability and going the extra mile to show we care, is one way we aim to live up to that and is something we take very seriously. 

“Treating every single query as if it was your Nan’s problem and she’s on the other end of the phone,” is how account manager Blaine, summed up our approach to customer service.

He explained that if your Nan came to you with an issue, you would treat it differently than if it was someone else.

“You would take the time to listen carefully to what the problem was. You’d respond in a clear and concise manner to make sure she’d understood.” We make sure to treat every customer with the same level of care, because whatever our customer has come to us with is important to them, and therefore just as important to us.

“Being awarded five stars for ten years is confirmation that we bring our commitment to provide excellent customer service to life every day for our customers and our clients. To have that recognition from our supporters is a really, really huge honour for all of us.”

Kristy Barr, Distribution Director

Listening and learning

Our advisers and investors express their gratitude daily in the lovely feedback they leave us.

But to ensure we continue to evolve and serve our customers in the best way possible, we’re always taking on board suggestions and looking for ways to improve. 

“We read every piece of feedback that we get and review our service every week to make sure that we’re not just meeting the standards that we set for ourselves, but the standards that we think our clients expect of us.”

Kristy Barr, Distribution Director

Based on feedback we’ve recently received, we now have a live chat function that’s operated by real members of our sales and customer team, to help answer queries quickly and conveniently.

It’s improvements like these that enable the team to be more efficient and continue to delight our customers as the business grows, an objective Kristy regularly poses to the team.

This fantastic achievement only motivates us to keep delivering for our customers and ensure their experience with us is always a positive one.

We asked members of our sales and customer team what customer service means to them. Watch the video to see what they said: