Rather than select specific clients where feedback might be favourable, we randomly select 50% of our clients who weren’t surveyed in the previous programme.
This year we had an extremely positive response rate of 34% which highlights the high level of engagement between our clients and their adviser. This provides us with a meaningful sample of clients’ views on our services and identifies areas in which we can improve.
Some examples of the feedback we received from clients were as follows:
In reviewing the results, Phil Smithyes commented “It is really important to seek feedback from our clients on their views relating to our advice and overall service so that we can continually seek to improve our service proposition and deliver value. While we have an outstanding record of client retention it is important that we don’t become complacent and continue to innovate and improve efficiencies within the business.
I was particularly delighted that in the most challenging of times over the last 18 months, 100% of our clients surveyed felt supported by us during the pandemic and 100% would recommend us to a friend or colleague. These latest sets of results evidence the confidence and trust that our clients have in us and are a ringing endorsement of our team-based approach to providing outstanding client service and delivering good outcomes."
Phil added “The mantra for our business is ‘our clients don’t care what we know until they know that we care’ and this is reflected both in the scores and in the written testimonial provided by our clients. I am immensely proud of my team for receiving this level feedback which also highlights the level of engagement by our clients with our business”.
Phil Smithyes, Head of Financial Planning