Jan 31, 2020 |

Wealth Client Satisfaction Survey (NPS) Results

As previously communicated, we conducted a Client Satisfaction Survey in Oct-Nov last year and we wanted to share the results of this survey with you.

  • The survey was sent to 788 wealth clients, and we had a 37% response rate
  • The Australian financial industry NPS benchmark is typically between -2 and 9 points. We received a Net Promoter Score (NPS) of 28 points. This is a great score considering the industry benchmark and also given this is the first time we have run a survey inhouse
  • The report identified that 64 clients were interested to learn more about our other service offerings
  • 88% of our clients on average responded that they ‘strongly agree’ or ‘agree’ about their dedicated adviser’s knowledge and ability to answer questions and provide solutions
  • 70% of our clients said they ‘strongly agree’ or ‘agree’ that their fees were clear and transparent
  • 47% of clients said they ‘strongly agree’ or ‘agree’ with the fees we charge, while 48% said they ‘neither agree or disagree’
  • Over all, clients felt that we communicate well around financial planning strategies and investment markets
  • 12% of clients gave us a rating of 6 or less (detractors) – this is a great opportunity for our advisers to discuss this further with clients and improve the quality of service
  • We received 95 client testimonials
  • A box of chocolates and a personalised card handwritten by Simon was sent to clients who scored us a 9 or 10 (and leaving a testimonial in some instances) as thankyou for their contribution.

Ultimately, the NPS report has provided us really valuable quantitative data and client testimonials which will help us improve the quality of service & advice we provide to our clients.

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A unique and personal service approach to support all your business advisory and personal wealth management needs.

Request a consultation