Client Survey Results

At Gaeia we put an awful lot of effort in to making sure every client receives excellent ‘customer service’, and that they receive the type of advice that is right for them and they are happy with.

Having said that, this is surely an approach that most businesses take, and despite our efforts, it’s obviously equally important to make sure that our results match our intentions.

With this in mind, I recently sent out a client feedback questionnaire to help me gauge how effective and useful the financial advice and service we provide has been and continues to be.

Fortunately, the results were very positive and I would like to share them with you.

Clients were asked to agree or disagree with a series of statements using this key:

Key: 1. Strongly Disagree 2. Disagree 3. Neither Agree nor Disagree 4. Agree 5. Strongly Agree

This table shows the statements and the average response:

MY ADVISER  
Satisfaction Factor  
My Adviser has taken the time to understand my circumstances, objectives, attitude to investment risk, and other relevant factors.

4.9

My Adviser explains things clearly, and in language I understand.

4.7

My Adviser’s written proposals are clearly expressed and easy to follow.

4.7

My Adviser has never put me under any pressure to proceed.

5.0

My Adviser explains how advice is paid for and confirms this in correspondence.

4.6

   
SUPPORT, PROVISION OF INFORMATION & ONGOING COMMUNICATION  
Satisfaction Factor  
I can usually get hold of someone to help me with queries when required.

4.8

(If applicable:) I am kept up to date with valuations and reviews on a sufficiently frequent basis.

4.2

Your staff are friendly, courteous and helpful.

4.8

Your staff do what they say they are going to do within an agreed timeframe.

4.4

Your letters, brochures and other communiqués are easy to understand.

4.6

   
OVERALL EXPERIENCE  
Satisfaction Factor  
I feel that the service you provide offers me value for money.

4.4

I feel that my Adviser and the firm treat me fairly and appropriately.

4.7

I would be happy to recommend my Adviser and the firm to others.

4.7

HHWsurvey/220515

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