We are extremely pleased that our 2024 private client survey yielded another set of positive results.
We are focused on providing our clients with the best experience possible and assess the effectiveness of this on a biennial basis.
Our 2024 survey invited a cross-section of 67,096 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.
4,160 clients completed the survey, representing a 6.2% response rate and we have outlined some of the 2024 respondents' feedback below. As a thank you to all our clients who responded, we donated £4,160 to our Charity of the Year, Open Palm.
Our clients are at the very heart of the business, so we’re proud that so many of them are satisfied with the services we provide and are likely to recommend Charles Stanley to family members, friends, colleagues and clients.
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.
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 14 as calculated by Bain & Company for the year 2023.
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.
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.
Despite being a DIY online investing service, the Client Services Team provides invaluable support to our clients when they need someone to speak to about their issues.
The results of this survey also provide guidance on areas of improvement, helping to shape the services and experiences we provide to our clients.
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.