Meeting the needs of current and future clients

At Jane Smith Financial Planning we are always looking to improve the services we provide to our clients. So every year following an annual review, clients receive a copy of our Treating Customers Fairly questionnaire for them to complete.

Rate our services from 1 to 5

Covering key areas such as The Service, The Adviser and Our Communications, we ask clients to simply rate us from 1 to 5, where 1 is very poor and 5 is outstanding. There are also some open questions for clients to comment on any areas of our service that they find particularly beneficial and/or suggest ways for improving what we do in an areas where the score is less than 5.

Whilst not every client completes the TCF questionnaire, many do, approximately 42% of clients have returned their completed questionnaire this financial year. We are delighted that overall we tend to get 5’s and we are very grateful to those clients for their feedback and comments:

“The continuity of service over the years, all the staff know what they’re doing and are always friendly.”

“Everything is explained in easy to understand language.”

“I like the personal touch.”

“A thorough understanding of my current position.”

“Being able to talk to Nicola on a one-to-one basis at our telephone interview and her ability to guide me through the various on-line reports that she can bring up online.”

“The company is always up to date with the market and with Government Legislation and the pertinence of these to us.”

“I get a very prompt reply to my queries and staff are very patient in explaining if I do not understand.”

“I find help with making my investments tax efficient particularly beneficial and also help with completing my online tax return. It is good not to have to worry about my finances.”

Meeting the needs of current and future clients

However, in the instances where our scores are less than 5 (sometimes a 3 or 4 – these are still good scores) is where we can really learn and make changes. We always action any comments or suggestions and liaise with clients, and everyone in the team, in order to enhance what we do so that we can continue to offer a high quality service, which meets the needs of current and future clients. At Jane Smith Financial Planning we do not want to be ‘adequate’, we always aim to be ‘exceptional’!

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