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 ...The results of our latest poll indicate that a significant majority of advisers believe that regular, personalised contact with their clients indeed leads to greater satisfaction levels.
As we go to press, more than eight in 10 advisers (82%) agree with the statement that regular contact with their clients (more than annually) generally leads to better engagement and client satisfaction levels. Just 11% disagree and another 8% were not sure.
Our poll question arose following the release of new research from Fidelity Life which 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 of the firm’s initial research findings which pointed to customers wanting more personalised engagement (see: Why Regular Customer Engagement is Critical).
As we reported Kirwan said 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
She noted that 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.
Our poll is open for another week and we’re interested to learn your perspective.