As many of you will have seen, we recently sent out a client survey to gain an insight into your thoughts and feelings about the service we provide. 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 delighted to say that:
- 55% of clients would recommend us to their friends and family
- 55% of clients have recommended us in the last 12 months alone
- 100% of clients believe that working with us has helped or will help to achieve their financial goals
- A combined 92.94% of clients said they felt either considerably or somewhat reassured as a result of our communications during the pandemic
We’re delighted that so many of our clients would feel comfortable recommending us to their friends and family. However, while we’re ecstatic that the overwhelming majority of our clients would recommend us, we’d like to get to 100%. So if there’s anything we can do to help you feel more comfortable recommending us, please let us know, and we’ll take your suggestions on board.
Also, we’d like to thank those of you who have recommended us, especially those who have done so in the last 12 months. Recommendations are extremely useful to the growth of our business, especially as a newly created firm.
Our performance
We were interested to see how satisfied our clients were with our performance. We’re ecstatic to say that:
- 24% of clients were very satisfied with the speed of response from their planner, with the remaining 11.76% mostly satisfied
- 24% of clients were also very satisfied with the speed of response from our support team, with the remaining 11.76% mostly satisfied
- 05% of clients were very satisfied that we understand their needs, goals and objectives, with the remaining 13.95% of clients mostly satisfied
- When asked about the level of satisfaction clients have regarding our communications between meetings, 83.72% answered very satisfied, with the remainder answering mostly satisfied
- Finally, we asked clients how satisfied they are with their reviews. 80.72% of clients answered very satisfied, with the remaining 19.28% answering mostly satisfied
We’re delighted to see that 100% of our clients were satisfied with our performance across the board. However, we’d love to see even more people in the very satisfied category. So, if there is anything that we can do better, please let us know, and we’ll do our best to be even better for you.
Areas of discussion
Another thing we wanted to discover from our survey was the areas of discussion that are most important to you, our clients. The topics that received the highest margin of votes in the very important category are:
- Discussing long-term financial plans
- Investment performance since the last review
- Progress towards goals/objectives/ambitions
- Updating us on changes to your personal and financial situations.
We were intrigued to see investment performance in second, however, we appreciate that clients want to make sure their investments are performing well. It was interesting to see that updating us on personal and financial changes and progress towards goals/objectives/ambitions were so close in the rankings. With just a 0.34% difference between the two!
Difference between client groups
With this survey, we wanted to discover what the financial concerns are of our different client groups; those who have not yet retired and those who have retired. We wanted to see if there were financial concerns these groups had in common or if they had their own individual financial concerns.
The three biggest concerns for those who have not yet retired are:
- Not having enough money to live their preferred lifestyle in retirement
- Not having enough money to retire at their preferred age
- Their family’s financial security should anything happen to them
Meanwhile, the three biggest concerns for those who have already retired are:
- The level of investment returns
- Not having enough money to live their preferred lifestyle in retirement
- Potential investment losses
While we were unsurprised, it’s still interesting to see that both those before and after retirement have concerns about their lifestyle in retirement. This shows the importance of preparing for your future properly to ensure that you have the retirement you always dreamed of.
We were also intrigued by the focus on investment returns and worries about potential investment losses from those who have already retired. This may be due to the shorter time frame for returns on their investments. If these are concerns you have, please be sure to let us know at your next review meeting, and we can discuss your options.
The benefits of working with Vital FP
In our survey, we asked clients an open question; “What is the biggest benefit you get from working with us?” We’re delighted with some of the responses:
- 03% of people mentioned the peace of mind we provide
- 59% of clients commented on the confidence we give them
- 22% of respondents spoke about the knowledge we have and provide
- A further 8.22% of clients cited the advice we offer as the biggest benefit we’ve provided for them
All our team are thrilled with the comments received from this question. It provides a morale boost to know that the work we do genuinely helps our clients.
We’d like to thank everyone that 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.
