Prior to Christmas we issued our annual survey for financial planning clients, which we’d spent time considering all questions to ensure we gathered as much valuable feedback as possible from our clients. Thank you to all who took the time to complete it. We appreciate how such surveys can be daunting and time consuming but this feedback is invaluable to us as a business and can really help us to identify opportunities for potential improvements in the customer journey and allow clients to share experiences.

I have highlighted some of the key findings below.

The survey was sent to 205 financial planning client families with 65 responding to the survey. Of those who responded:

• 89% of clients scored us highly satisfied when asked about the service we provide.
• 94% of clients said we communicate the right amount between review meetings.
• 95% of clients confirmed working with us has helped them to achieve their financial goals.
• 90% of clients are likely to personally introduce us to a friend or colleague. This is an area we are particularly keen to explore further.

When asked what clients value most about our service, the top three quotes were:

• Support and assistance in meeting financial / life goals
• Providing a ‘safe pair of hands’
• Our knowledge and experience

The three biggest financial concerns for Business Owners were:

• Taking money from my business tax-efficiently
• Maintaining profitability
• Making sure I retain and appropriately reward my employees

The three biggest financial concerns for Retirees were:

• Not having enough money to continue to live my preferred lifestyle in retirement
• The cost of care in old age
• Passing my wealth to younger generations without affecting my lifestyle

When asked what the single biggest benefit of working with us, was the biggest response was:

• Peace of mind

This is an invaluable exercise for us to explore how satisfied our clients really are, not only with the service we provide but with the delivery of our client meetings and information too. This gives clients the opportunity to provide invaluable feedback which we can in turn use for staff feedback and future business decisions in an ever changing industry. The overriding factor is the personal service we deliver and, beyond all else, the peace of mind we provide for our clients.

If you would like to complete the client survey please follow the link Client Survey – Your Opinion Matters (surveymonkey.co.uk).

Equally if you have any comments or queries on the findings above, please feel free to email me directly at Victoria.Platt@henwoodcourt.co.uk