We have always believed that the best measure of a company is not what it says about itself, but what its customers say about it. That is why we place great value on direct feedback — and why the results of our recent customer satisfaction survey mean so much to us.
The survey was conducted in two parts. The first section measured the likelihood of customers recommending Equinox's two primary products: TeleLink, our mediation and data analytics software, and Protector, our automated fraud management system. The results were decisive: 97% said "Yes, absolutely!" when asked whether they would recommend Equinox products to their friends and colleagues.
At Equinox, growth happens through relationships and referrals — not large advertising budgets. When customers enthusiastically recommend us to their peers, it affirms that the work we do every day is hitting the mark.
The survey's second component asked customers to describe the service they receive from the Equinox Support Team. 87% of customers checked the highest rating of "Extraordinary!" when asked to describe what kind of service they receive.
Our support team picks up the phone. There are no automated systems, no call centers, no voicemail loops. When a customer calls, a real person with deep telecom expertise answers — someone who has likely worked with that customer for years. That continuity and personal attention is reflected in these results.
Equinox was founded in 1986 with two priorities: exceptional products and exceptional support. Twenty-eight years later, it is gratifying to see that those founding principles continue to resonate with our customers. We are deeply grateful to everyone who participated in the survey and to all of our customers throughout our history.
About the Author — Matt Lowe is a Sales Engineer at Equinox Information Systems. To learn more about Equinox, visit equinoxis.com or call (615) 612-1200.