Customer Satisfaction Survey: the results are in

Back in the autumn of 2021, we asked for your feedback in our annual Customer Satisfaction survey – thank you to the several hundred of you that completed the survey. We are pleased to share some of your feedback and also some of the actions that that survey has triggered.

The good news is that you are happier with our service, with higher ratings across the board. You are particularly happy with our advisers, with several coming close to scoring 10 out of 10. Our advisers are the core of our service and so it is great to see you recognising the hard work that they put in on your behalf. We were also pleased to see improvements in the areas that you highlighted last year and where we have focused some effort – namely our periodic statements, regular contact and the reputation/stability of the firm.

This year, you also pointed out some areas that you would like us to focus on, particularly our digital service. I am pleased to say that we will be making several improvements this year to address this. Our desktop portal is undergoing some re-work, particularly with regard to making the login process easier. And we are now close to launch on our mobile app, which is in the final stages of testing. All being well, we hope to go live over the summer. Available on both iOS and Android, I hope you will find the App useful and agree that it is a big step forward in our service. We will also continue to work on our communications, with more regular updates from our Chief Investment Officer on market developments.

Finally, many of you have benefited from our work to make our model portfolios exempt from VAT and from the roll out of our new Essential Portfolio Service. Both of these developments enable us to bring you the same high quality service at a lower overall cost. If you would like to know more about either of these, please contact your adviser.

Thank you again to those that completed the survey this time – the data is really helpful in directing us to the areas of our service that you would most like us to work on – and for those of you that missed it, there will be another chance to take part in late 2022.