Who we are
Client satisfaction
We are extremely pleased that our 2022 private client survey yielded another set of positive results.
Listening to our clients
We are focused on providing our clients with the best experience possible and assess the effectiveness of this on an annual basis.
Our 2022 survey invited a cross-section of 70,452 private clients to provide feedback on their experience with us through our Client Satisfaction Survey. Feedback from this survey is extremely important to us and helps us to continue raising the standards of our business and ensures we deliver an enhanced service to all of our clients.
5,099 clients completed the survey, representing a 7.2% response rate and we have outlined some of the 2022 respondents' feedback below. As a thank you to all our clients who responded, we donated £5,100 to our Charity of the Year, Open Palm.
Client survey highlights
The likelihood that a client will recommend us is a great indicator of how much they value our service, shown by our strong NPS score.
- 48 Net Promoter Score (NPS)
- 89% Overall client satisfaction
- 84% Satisfied with the range of products and 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, so the score can be anything between -100 and 100.
The latest industry NPS benchmark score is 49 as calculated by AON for the year 2021.
As a business built on trust and defined by the quality of service we provide, we are proud that so many clients are likely to recommend us to family members, friends, colleagues, clients or associates who might benefit from using our services.
Paul Abberley
Chief Executive Officer
Financial Planning and Wealth Management clients
Clients come to us to support them with their financial affairs and develop a bespoke financial plan to help create a more secure financial future.
- 93% Say their Financial Planner has “the ability to adapt to my changing needs”
- 93% Satisfied with the communications they receive
- 91% Satisfied with the Financial Planning wider team
Don't just take our word for it
Discretionary Investment clients
Providing financial peace of mind is at the core of what we do, and therefore the relationship and trust our Investment Managers build with their clients is extremely important.
- 92% Satisfied with their Investment Manager
- 91% Satisfied with the communications they receive
- 89% Satisfied with the level of personalised contact
Don't just take our word for it
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.
- 78% Satisfied with the support from the Helpdesk
- 86% Satisfied with the security of the service
- 82% Satisfied with the reliability of the service
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 delivering an enhanced digital experience for clients as a complement to our hallmark personal services. This will offer improved navigation and functionality, to make it easier for clients to access the help, products, and services they need - supported by our trusted wealth management professionals. In addition, we want to continue to work closely with our clients to help educate them on their financial affairs and portfolios, providing more opportunities for them to hear from our experts on the topics that are important to them.