Regular contact with our clients (more than annually) generally leads to better engagement and client satisfaction levels.
- Agree (82%)
- Disagree (11%)
- Not sure (7%)
Loading ...Our latest poll is honing in on your views as to whether regular personalised contact with your clients leads to happier clients with greater satisfaction levels.
Our question arises following the release of new research from Fidelity Life which has found that customers who receive additional communication and engagement from their adviser, beyond renewal and review requests, show far higher levels of satisfaction.
Speaking at the Financial Advice New Zealand Connect Tour recently, Fidelity Life Chief Commercial Officer Bronwyn Kirwan, offered an early preview on the firm’s initial research findings which pointed to customers wanting more personalised engagement (see: Why Regular Customer Engagement Critical).
Kirwan says what the research commonly found was that the relationship between adviser and client starts off great, is highly personal with intense initial engagement but this dwindles over time and was followed by a vacuum or occasional impersonal messages.
The insurer surveyed how often advisers had contacted their customer and how likely the customer was to recommend their adviser to others, and found that customer satisfaction was highest amongst those customers who are contacted by their adviser more than once a year.
Kirwan adds that importantly, engaging solely around renewal is not enough. The types of communication that most increased satisfaction in customers included:
- Reminders of policy benefits
- Customer case studies
- Market updates
And as our report notes engagement must be relevant and personalised and this doesn’t mean just a generic newsletter or renewal email.
Another key insight was that almost three quarters of New Zealanders would welcome a call from their adviser and nine out of 10 claim they would answer if they were called and knew who was calling.
With this in mind we’re interested to know your views around personal and regular contact with your clients and whether you see this as leading to greater customer satisfaction.
We’ll report back on the results next week…