Thank you to everyone who took part in our recent client survey, we do appreciate you taking the time to tell us what you think! We were overwhelmed by the great feedback we received.
Net Promoter Score and overall satisfaction
One of the questions related specifically to our ‘Net Promoter Score’, which measures the loyalty of our clients and how likely they are to recommend us to their friends and colleagues. I am delighted to say that Andow Ellis’ Net Promoter Score is 70.7%, which is bordering on being ‘world class’!
We also asked, “How satisfied are you with our service?” On a scale on 1 -10 (one being not satisfied at all, 10 being we have surpassed expectation), the average score was 9.09 out of 10. And when asked how we could improve this score, many clients have said that we could not, we just need to continue doing what we are doing.
Areas to work on
Whilst the survey results have been very positive, some points were raised which we need to work on. These include improving communication and offering advice during the year, with some people preferring a phone call now and then in addition to emails. We have also had requests for working with a suitable pensions adviser. All these points are currently being reviewed and we will do what we can to improve the service offering accordingly.
And finally, we received some glowing testimonials about the practice, our team and the service we provide. These include:
- “The expert advice and guidance that Andow Ellis has provided my business over the past 5 years or more has been instrumental in giving us the confidence and reassurance to grow and diversify.”
- “I have been a client of Andow Ellis for many years. I cannot recommend the team highly enough. Extremely knowledgeable and helpful. Thank you for all your support and look forward to many more successful years working together.”
- “Tim Andow and his team provide an excellent and very skilled service whilst still being approachable when needed.”
Thank you once again to all our clients, we intend to continue with our great levels of client service for many years to come!