As you may be aware, we recently sent out a client survey to gain an insight into your thoughts and feelings about the service we provide and identify areas where we can improve. As promised, we’re sharing the survey results with you and what changes we’ll make where necessary.
Of those who completed the survey, we’re happy to say that:
- 100% of clients believe that working with us has helped or will help them to achieve their financial goals
- 100% of clients would recommend us to their friends, family or colleagues
- 55.88% of clients have recommended us in the last 12 months.
We’re very pleased that all clients that completed the survey believe that working with us has helped or will help them achieve their financial goals. We’re also delighted that all our clients would recommend us and we’d like to take a moment to thank those of you who have already referred someone to us, especially in the last 12 months. Recommendations are a great endorsement of the service we provide, and they’re also extremely useful to the growth of our business. We value your ongoing trust and support.
For those of you who have not yet made a recommendation, if there’s anything we can do to help you feel more comfortable doing so please let us know, and we’ll take your suggestions on board.
We were pleased to see how satisfied our clients were with our performance. We’re very happy to say that:
- 100% of clients were satisfied with the speed of response from their adviser
- 98.04% of clients were satisfied with the speed of response from our support team
- 100% of clients were satisfied that we understand their needs and objectives
- 100% of clients were satisfied with our communication between meetings
- 100% of clients were satisfied with their annual reviews.
We’re proud of the scores received for all of these topics. However, we’d love to improve further and have 100% across the board. So, if there’s anything we can do to make your experience of working with us better, please let us know.
The benefits of working with Gem & Co?
In our survey, we asked clients an open-ended question: “What is the biggest benefit you get from working with us?” We’re delighted with some of the responses:
“Ensuring we chose the best possible investment once various options have been considered.”
“The confidence that my pensions and retirement savings are being managed by a professional team with knowledge and experience, market awareness and strong communication skills.”
“Excellent financial advice and help and support at all times. Nothing is too much trouble.”
In other news
We would like to share with you our congratulations for Mark, who over the past couple of years has been studying extremely hard to pass countless exams. Thankfully, his efforts have paid off and he is now a fully qualified Financial Planner, alongside Gareth and Elliott. Well done, Mark!
We also have a few newcomers to our support team who provide dedicated support to our financial planners. We are delighted to announce we have two new Client Relationship Administrators and a new Technical Assistant. We will bring you more information about them in our monthly newsletters.
A thank you from us
Overall, we’re really happy with the responses, it provides a real morale boost to know that our clients feel we are genuinely helping them.
We’d like to thank everyone who completed our survey; your feedback has been extremely helpful. Moving forward, we’ll be taking action to improve our service even more as we strive to provide the best service possible.