Client Feedback 2011

Below are the results from our 2011 client survey

1. Was the service provided well defined and did you know what you were getting?

Extremely well 51.5%
Very well 48.5%

2. Was the service provided to you in a timely manner?

Extremely timely 60.3%
Very timely 36.8%
Moderately timely 2.9%

3. How helpful have you found staff with your business dealings?

Extremely helpful 75.0%
Very helpful 23.5%
Moderately helpful 1.5%

4. If applicable, when contacting the office how satisfied were you with the response?

Extremely satisfied 61.1%
Very satisfied 35.2%
Moderately satisfied 3.7%

5. How accurate is the information the company has sent you?

Extremely accurate 47.1%
Very accurate 51.5%
Moderately accurate 1.5%

6. Did you understand the way in which the company is to be remunerated?

Extremely well 26.5%
Very well 52.9%
Moderately well 16.2%
Slightly well 2.9%
Not at all well 1.5%

7. How fairly do you feel you have been treated when making any enquiries?

Extremely fairly 61.8%
Very fairly 33.8%
Moderately fairly 1.5%
Slightly fairly 1.5%
Not at all fairly 1.5%

8. Did you feel that the adviser understood your financial requirements?

Extremely well 67.6%
Very well 30.9%
Moderately well 1.5%

9. Did the adviser explain the options in which they can be remunerated?

Extremely well 45.6%
Very well 35.3%
Moderately well 14.7%
Not at all well 4.4%

10. Did the adviser explain how the product worked?

Extremely well 54.4%
Very well 42.6%
Moderately well 2.9%

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11. How well do you feel that the recommendations take account of your attitudes towards risk?

Extremely well 54.4%
Very well 41.2%
Moderately well 2.9%
Slightly well 1.5%

12. Do you feel that the adviser provided objective advice?

Extremely objective 55.9%
Very objective 38.2%
Moderately objective 5.9%

13. Did the adviser put you at ease?

Extremely at ease 60.3%
Very at ease 38.2%
Moderately at ease 1.5%

14. Do you feel that your affairs were reviewed in a timely manner?

Extremely timely 50.0%
Very timely 38.2%
Moderately timely 10.3%
Not at all timely 1.5%

15. Were our letters and brochures easy to understand?

Extremely easy to understand 35.3%
Very easy to understand 50.0%
Moderately easy to understand 14.7%

16. If applicable, how well are you kept up to date with the value of your investment?

Extremely well 25.4%
Very well 45.8%
Moderately well 20.3%
Slightly well 6.8%
Not at all well 1.7%

17. How do you feel about the number of communications you receive?

Extremely happy 27.9%
Very happy 58.8%
Moderately happy 7.4%
Slightly happy 5.9%

18. How relevant are our communications to you?

Extremely relevant 25.0%
Very relevant 48.5%
Moderately relevant 23.5%
Slightly relevant 2.9%

19. How do you feel your queries are considered?

Extremely well 50.0%
Very well 44.1%
Moderately well 2.9%
Slightly well 1.5%
Not at all well 1.5%

20. Do you feel that your queries were considered in a timely manner? 

Extremely timely 48.5%
Very timely 45.6%
Moderately timely 4.4%
Not at all timely 1.5%

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