Who we are

Client satisfaction

We are extremely pleased that this year’s private client survey yielded another set of incredible results.

Listening to our clients

At Charles Stanley, we are focused on providing our clients with the best client experience possible.

In order to assess the effectiveness of our client experiences, we invited a cross-section of 55,312 of our private clients to provide feedback on their experience with us through our Client Satisfaction and Experience Survey. Feedback from this survey is extremely important to us and helps us to continue to raise the standards of our business and ensure we deliver an enhanced service to all of our clients.

3,873 responded, representing a 7% response rate. As a thank you to all our clients who responded, we donated £4,000 to our 2021 Charity of the Year, Open Palm.

Highlights

The likelihood that a client will recommend us is a great indicator of how much they value our service. Our business grows through referrals and we’re proud that so many of our clients are likely to recommend us to family members, friends, colleagues, clients or associates who might benefit from using our services.

The calculation of a net promoter score (NPS) comes from asking the question “On a scale of 0 – 10, how likely would you be to recommend Charles Stanley to a family or friend” – those that score 10 or 9 are classified as promoters and those that score less than 7 are classified as detractors. NPS = promoters% - detractors%, thus meaning the score can be anything between -100% and 100%.

The latest industry NPS benchmark score is 38% presented by AON for year 2020.

Focusing on our Financial Planning and Wealth Management clients

The likelihood that a client will recommend us is a great indicator of how much they value our service. Our business grows through referrals and we’re proud that so many of our clients are likely to recommend us to family members, friends, colleagues, clients or associates who might benefit from using our services.

Key results to note from our Financial Planning clients are:

Don't just take our word for it...

Focusing on our Discretionary Investment clients

Providing financial peace of mind is at the core of what we do, and therefore the relationship and trust our clients built up with their Investment Manager is extremely important.

Key results to note from our Discretionary Investment clients are:

Focusing on our Direct Investment clients

Despite being a DIY online investing service, the helpdesk provides invaluable support to our clients when they need someone to speak to about their issues. The team in Edinburgh provides a helping hand to our Direct Investment clients, from resetting passwords to providing guidance with complex transfers.

Key results to note from our Direct Investment clients are:

Our results

Our results also provide guidance on areas for improvement, and the results of this survey are influential in shaping the services and experiences that we provide our clients in the future.

This year we are focusing on providing a more diversified range of conveniently packaged client services that are more inclusive and meet a range of different circumstances and needs at every life stage. In addition to this, we want to work closely with our clients to help educate them on their financial affairs and portfolios, as well Environmental, Social and Governance (ESG) investing, which is increasingly an area of interest to our clients.