Enhancing our clients’ experience
The purpose of this report is to thank you for your feedback and to demonstrate the value we place on your views by sharing how we intend to shape our business by embracing your input. It’s also a means of holding our team to account…if you like, keeping us honest, because we intend to report on our progress on each anniversary going forward.
We have numerous mechanisms throughout the year by which you can share your views and I would like to thank you in advance of providing further feedback on which we can build our business.
Thank you for your loyalty and support.
Our 2022/23 Results
Our NPS
Find out more about our NPSWhat does it mean for us as a business?
Our aim is for our clients to have a positive experience working with us, and for them to pass that positive experience on by word of mouth recommendation to their family, friends and wider network. The more positive your experience, the more likely you will stay with us for years to come.
How you scored us
Understanding client needs
- Knowing your customers 8.22
- Understanding their needs 8.28
- Anticipating their needs 7.98
- Communicating effectively 8.29
Meeting client needs
- Product/service quality 8.23
- Match to client needs 8.55
- Customer feedback 8.38
- Easy to do business with 8.41
Delighting clients
- Treating customers fairly 8.53
- Right first time 8.23
- Customer always right 8.44
- Post-sales service 8.34
Building loyalty
- Repeat purchases 8.44
- Willing to recommend 8.52
- Quality relationships 8.15
- Customer experience 8.24