top of page
  • Writer's pictureLyle Greig

The Impact of Client Feedback on NPS: How We've Raised Our Scores

Updated: May 27


We have established a continuous feedback process that enables us to receive client insights throughout the year. This ongoing client survey has provided our current findings for the period from January 2023 to May 2024 with 54 client responses.


The Numbers


How likely are you to recommend our business to your family or friends? 97%


Quality of financial advice you're receiving? 97%


How easy it is to work with us? 98%


The speed at which we attend to your requests? 98%


How well we communicate with you and keep you informed? 97%


Net Promotor Score (NPS): Range -100 to +100

Net Promoter Score

Responses

Score

Promotors (9 - 10)

47

87%

Neutrals (7 - 8)

6

11%

Detractors (1 - 6)

1

2%

Total Responses

54

100%

Net Promoter Score [-100 to +100]

NPS

85

"We are proud to announce that our Net Promoter Score (NPS) has reached an impressive 85"

A Net Promotor Score (NPS) of 85 is extremely pleasing. Keep in mind the range of score for a NPS is -100 to +100. To learn more, CLICK HERE.


This is an improvement from our previous NPS of 80, recorded in December 2020. We remain committed to enhancing our services and strengthening our relationships with our clients. Our client's continued support and feedback are integral to our ongoing growth and success.


Client Comments


Based on the feedback we have received; clients have a very positive sentiment towards our service. Here are some key themes that stand out-


  • Trust: Trust is a recurring theme in the feedback. Clients feel secure in the advice given and trust in the management of their finances.

  • Honesty and Integrity: Clients appreciate the honesty and integrity of the service. They feel that they can trust the advice given and that their best interests are being promoted.

  • Professionalism: Clients are impressed with the professionalism of the service. They appreciate the knowledge and expertise demonstrated, and they feel confident in the advice they receive.

  • Responsiveness: Clients value the prompt responses to their questions and concerns. They appreciate the availability and quick turnaround time.

  • Personal Approach: Clients appreciate the personal approach and the feeling of being treated as ‘real people’ rather than just a number. They value the friendly and understanding nature of the service.

  • Communication: Clients appreciate the clear and easy-to-understand communication. They value being kept informed and up-to-date with any changes.

  • Efficiency: Clients are pleased with the efficiency of the service. They appreciate the prompt action and the sense that their finances are being well managed.


Client Quotes


We ask clients why they provided the score they did, here are some direct quotes:


"Lyle is fantastic to deal with. He is professional and will look after your financial planning needs. Highly recommended. Lyle provides regular updates on the current market along with my plan. I could not ask for more."

"Good advice, good results, and a feeling of friendship."

"Our financial situation is always considered when advice is being given. Everything is explained well in language we understand. Our reviews are always conducted in a friendly manner."

"Excellent advice, professional integrity, being able to talk face-to-face if needed."

"We have been with you for a number of years now and feel complete confidence in all your advice and all the honest help."

"Personal approach and honesty. Responsive to my questions, quick to get back in touch. Regular contact to keep me ‘on track’."

"Honesty, communications, fee structure."

Overall, the feedback is overwhelmingly positive, demonstrating high client satisfaction with our service. It’s clear our personal approach, professionalism, and commitment to client service are highly valued by our clients.


If you are looking to have a chat with a Financial Adviser, we invite you to book a Telephone Chat, to book in online CLICK HERE or call our office on 02 8355 6170.

21 views0 comments

Recent Posts

See All

Comments


bottom of page