Strategi Group has published a ‘best practice’ guide to customer surveys that’s aimed at financial advisers, managers, and owners of financial advice providers.
“Surveys are an incredibly valuable tool for the industry because they tick lots of value-add boxes,” says David Greenslade, executive director Strategi Group.
“They support business growth by providing opportunities to do better across the board – improve customer experience, engage and reward staff, as well as meeting good conduct obligations.
“This guidance note is a great starting point as it provides tips and tools to consider, including a deeper dive into our recommended approach which is the Net Promoter Score (NPS).”
NPS provides a specific measurement of loyalty and overall client satisfaction that Greenslade says provides an indicator of repeat business and the likelihood that clients will promote your company.
“NPS allows you to set benchmarks so you can see how you stack up against your competitors and your own goals and aspirations,” states the guidance note.
“Benchmarking is an important tool that allows you to track the performance of your business and make improvements where necessary.”
Greenslade recommends firms survey their clients at least once a year to gauge their level of satisfaction.
Download Strategi’s Survey Guidance Note here.