We have all heard the corporate speak: “We put clients at the heart of everything we do,” or “Without our clients, we wouldn’t be here.”  It sounds nice, and we believe in these values at Acquarius too. But here is the question: are these just empty statements, or do they really reflect the way firms engage with their clients? How can businesses be sure they truly understand what their clients think, and why is that so important? 

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The answer to that last question is simple. In a service industry like ours, let us face it, what we offer can be provided by other excellent firms in Gibraltar, or in a wide range of places worldwide. What sets us apart is how we engage with clients – whether it is the level of service, professionalism, or yes, even the cost. If we do not stay connected with our clients, understanding their needs and how they perceive our work, we will quickly notice the consequences.

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There are a number of ways to gather client feedback, some of which we believe are deeply flawed. At Acquarius, we have taken a different approach. For the past few months, we have been trialling a new initiative: creating a “WOW factor” with every interaction. Simply put, we focus on delivering excellent outcomes every time we engage with a client – aiming to stand out from the competition at every turn.

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Regular, independent performance monitoring is key. We make it a point to repeatedly ask clients for feedback on how they view our services. To help with this, we have adopted customer feedback surveys from UK-based Customer Thermometer. This initiative has already provided us with valuable insights after completing our first full quarter of using the system. Proud of our results so far, we are nevertheless far from complacent. 

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In fact, our most recent data shows that Acquarius scored an average of seventy-four last month - well above our internal benchmark of sixty, which we set during our testing phase in late 2024. For context, UK financial services firms typically score an average Net Promoter Score (NPS) of forty-four, according to CustomerGauge. We are not aware of other Gibraltar firms that use this type of third-party feedback system to assess performance.

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We partnered with Customer Thermometer to clearly demonstrate our commitment to client feedback. While we are happy with our progress, we know this is a long-term commitment. We will continue focusing on client feedback and sharing our results in the months ahead. We encourage all clients and their advisers to share specific feedback – both positive and negative – and any suggestions for improvement. This is #TheAcquariusWay, and another example of #TheGibraltarDifference.