Private Investment manager’s client experience
One of the UK’s large independent private investment managers wanted to evaluate its clients’ experience of the service they received. As well as allowing for areas of improvement and opportunities to be identified, the survey helped the firm to address and measure its performance on the six outcomes of Treating Customers Fairly.
In accordance with TCF the majority of the customer base was invited to provide their feedback on service received. To encourage participation and be flexible clients were offered a number of ways to complete the survey; via the post, online or over the telephone. The survey was approximately 20 minutes in length (length and coverage varied to accommodate collection method) and covered; measuring key performance indicators such as satisfaction and advocacy as well as a more granular exploration of individual service elements and features.
The research provided a clear picture of overall and detailed client experience allowing for the strengths and improvement areas to be identified and help shape the positioning of the firm. The results were important in helping the firm understand the external view; which whilst similar to the internal picture revealed some key differences.