Updated: December 2024
We have established a continuous feedback process that enables us to receive client insights throughout the year. This ongoing client survey has provided our current findings for the period from January 2023 to December 2024 with 107 client responses.
The Numbers
We asked all clients after every Review Meeting to score us from 1 to 10 on the following-
How likely are you to recommend our business to your family or friends? 9.7
Quality of financial advice you're receiving? 9.7
How easy it is to work with us? 9.8
The speed at which we attend to your requests? 9.8
How well we communicate with you and keep you informed? 9.8
Net Promotor Score (NPS): Range -100 to +100
Net Promoter Score | Responses | Score |
Promotors (9 - 10) | 99 | 92% |
Neutrals (7 - 8) | 7 | 7% |
Detractors (1 - 6) | 1 | 1% |
Total Responses | 107 | 100% |
Net Promoter Score [-100 to +100] | NPS | 92 |
"We are proud to announce that our Net Promoter Score (NPS) has reached an impressive 92"
A Net Promotor Score (NPS) of 92 is extremely pleasing. Keep in mind the range of score for a NPS is -100 to +100. To learn more about NPS scores, CLICK HERE.
This is an improvement from our previous NPS of 80, recorded in December 2020. We remain committed to enhancing our services and strengthening our relationships with our clients. Our client's continued support and feedback are integral to our ongoing growth and success.
Client Comments
Based on the feedback we have received; clients have a very positive sentiment towards our service. Here are some key themes that stand out-
Trust: Trust is a recurring theme in the feedback. Clients feel secure in the advice given and trust in the management of their finances.
Honesty and Integrity: Clients appreciate the honesty and integrity of the service. They feel that they can trust the advice given and that their best interests are being promoted.
Professionalism: Clients are impressed with the professionalism of the service. They appreciate the knowledge and expertise demonstrated, and they feel confident in the advice they receive.
Responsiveness: Clients value the prompt responses to their questions and concerns. They appreciate the availability and quick turnaround time.
Personal Approach: Clients appreciate the personal approach and the feeling of being treated as ‘real people’ rather than just a number. They value the friendly and understanding nature of the service.
Communication: Clients appreciate the clear and easy-to-understand communication. They value being kept informed and up-to-date with any changes.
Efficiency: Clients are pleased with the efficiency of the service. They appreciate the prompt action and the sense that their finances are being well managed.
Client Quotes
We ask clients why they provided the score they did and what they value about our service and relationship, here are some direct quotes:
"Lyle is fantastic to deal with. He is professional and will look after your financial planning needs. Highly recommended. Lyle provides regular updates on the current market along with my plan. I could not ask for more."
"Good advice, good results, and a feeling of friendship."
"Our financial situation is always considered when advice is being given. Everything is explained well in language we understand. Our reviews are always conducted in a friendly manner."
"Excellent advice, professional integrity, being able to talk face-to-face if needed."
"We have been with you for a number of years now and feel complete confidence in all your advice and all the honest help."
"Personal approach and honesty. Responsive to my questions, quick to get back in touch. Regular contact to keep me ‘on track’."
"Honesty, communications, fee structure."
"Lyle and his team are professional and always available to answer any questions I may have. Lyle explains everything to me in a way that I easily understand. I have every confidence in Lyle and his abilities."
"Excellent, in-depth, knowledgeable and relevant information presented at review meeting."
"Lyle provides a very personalised service instilling confidence in his clients."
"Couldn’t be happier with the service we receive and the down to earth friendly face to face meetings."
"Trustworthy, professional, personalised and friendly service."
"Since our retirement we have had valuable advice on our needs for investment income streams to make our life easier and without worries."
"We have trust in your advice."
"Great communications, Great advice, Just a great feel from the staff & the businesses priorities towards their clients."
"Honesty and Integrity. Very personable staff. Always available to assist. Local business."
"Lyle is easy to talk with and has a comprehensive understanding of the super funds laws and operations."
"Professional and honest advice, I feel totally confident in the organisation of my superannuation and funds."
"Highly professional."
"We are extremely happy with Lyle from Living Financial Advice & would definitely recommend his services."
"I always felt comfortable that the advice being provided suited my needs and expectations. Seamless transition to Pension Plans along with providing my financial planning in a format that was simple to understand for current and future periods."
"The people we deal with are very personable and informative. Nothing is too difficult."
"We value the Trust we have with Lyle and his team, the comfortable relationship & attention to detail with handling our matters."
"Feel validated. Very professional. Very knowledgeable and informed."
"Honesty, transparency, promptness."
Overall, the feedback is overwhelmingly positive, demonstrating high client satisfaction with our service. It’s clear our personal approach, professionalism, and commitment to client service are highly valued by our clients.
If you are looking to have a chat with a Financial Adviser, we invite you to book a Telephone Chat, to book in online CLICK HERE or call our office on 02 8355 6170.
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