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Investment Management

High satisfaction from Charles Stanley Private Clients

Charles Stanley Private Client Survey 2018 results.

by
Gary Teper

in Investment Management

20.11.2018

I’m extremely pleased that this year’s private client survey yielded another set of incredible results from our Private Clients (Investment Management).

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 5,504* 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.

Of the 5,504 clients contacted to participate, 1,299 responded representing a 23.6% response rate, which is an increase of 2% on 2017. As a thank you to all our clients who responded, we donated £2,600 to our 2018 Charity of the Year, SANDS (Stillbirth and Neonatal Death Society).

 
We are delighted to announce the following highlights from our Private Client Survey 2018:

  • 95% of our clients who responded to our survey are satisfied with Charles Stanley overall,
  • 96% of our clients who responded to our survey are satisfied with their investment manager.

These outstanding results are a testament to the close relationship our investment managers build with our clients, and this conclusion is supported further when comparing our clients’ responses by service. Our 2018 results show that our discretionary clients are the most satisfied with Charles Stanley; we are very proud of our highlights from clients:

  • 90% of our discretionary clients who responded to our survey say they are satisfied with our investment performance,
  • 87% of our discretionary clients who responded to our survey say our service gives value for money,
  • 94% of our discretionary clients who responded to our survey say that they are satisfied with our communication,
  • 92% of our discretionary clients who responded to our survey say that they are satisfied with our products and services.


Our surveyed clients are very likely to recommend Charles Stanley to colleagues, friends and family. Looking at our Net Promoter Score (NPS) for all respondents, this was 62.4%, which is an increase of 4% compared to our survey in 2017. We’re incredibly proud of this result, and this score improves further for our discretionary client respondents, which scored 67.2%.


A Net Promoter Score (NPS) is an index which measures the willingness and likelihood of clients to recommend a company’s products or services to others. It is calculated by subtracting the % of ‘Detractors’ from the % of ‘Promoters’. Responses of 9 to 10 are Promoters, Responses of 7 and 8 are Passives, and responses of 0 to 6 are Detractors.

We were overwhelmed by the additional comments clients took time to leave which proves the value of our tailored investment approach, high quality personal service and close working relationship with each client.

“Our relationship with our Investment Manager is the key reason for our high opinion of Charles Stanley.”  

However, we know there are always 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. In response to feedback we have made significant improvements to our client portal, My Charles Stanley and also launched a brand new app to enable our clients to check their investments on the move.

Overview of our results

If you would like to understand more information about our discretionary service, please visit our managing our investments for you page.

*Client survey sample selection: Taking our entire private client investment management client base, we ensured all; vulnerable, minors, staff and deceased clients were excluded. Following this we segmented the client base using the following criteria; Investment Manager, service level, assets under management, age, gender, and communication method. Using this criteria we took a 25% representative sample from each criteria and invited those clients to participate in the survey.

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