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Ask. Collaborate. Transform

Our client listening and feedback programme

Your feedback helps shape a better client experience

We believe in the power of listening to our clients. By understanding what they value and where we can improve, we continuously refine our service to meet their needs. Every piece of feedback is viewed as an opportunity to enhance the client experience we provide.

How does our client feedback work?

We run a continual client listening programme, A.C.T. (Ask, Collaborate, Transform) and we have partnered with Insight6, an independent client experience consultant, to enhance our programme with unbiased surveys and interviews. This collaboration ensures we gather authentic insights to drive our service improvements.

What’s included in our A.C.T programme

New client surveys Understanding our new clients’ initial impressions to continually refine the ease of doing business with us
Annual client surveys We ask our clients each year to let us know how we are doing. We use this feedback to improve our service based on what our clients tell us they value. Each year we feedback to our clients to let them know the changes we have made based on their feedback
Client interviews Conducting in-depth interviews to delve deeper into client experiences
Small group client forums Facilitating focused discussions to explore specific aspects of our service

What our clients say

“Excellent staff with great knowledge who are always on hand to answer even the most mundane of queries and questions.” Sue, Poole

“We enjoy our dealings with our Financial Planner, they are always very professional but friendly and good at explaining financial matters to do.” Melinda, Truro

“If I require any information or unsure of a financial issue it is so easy to contact the team and get the answer.” Steve, Plymouth

86% of clients are satisfied with our service

The Net Promoter Score (NPS) is a key metric used to measure customer satisfaction and loyalty. Clients rate how likely they are to recommend a company on a scale from 0 to 10. Those who give a 9 or 10 are considered Promoters (satisfied and enthusiastic), while those who score 0 to 6 are considered Detractors (dissatisfied). The NPS is difference between the percentage of Promoters and Detractors. The NPS score is the difference between the percentage of Promoters and Detractors.

Our current NPS is 59, which is 25% higher than the industry average for finance.

Get in touch

Your feedback is invaluable in helping us achieve this goal. For more information and enquiries about our client feedback, please contact Charlotte Taylor-St Ruth, our head of client experience.

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