BBS Consultants & Actuaries | committed to client satisfaction

Service quality – client survey results 2017

As part of our commitment to providing our clients with the very best possible service, we continually seek their feedback to identify any areas for improvement. This includes our formal client satisfaction survey, which we carry out every other year. The results of our latest quality survey were finalised in March 2017, and we’re very pleased to provide a summary of the responses below. The numbers in brackets give the results from our 2015 survey, for comparison purposes.

Overview

In total 143 returns were received, representing a response rate of almost 24%.

The questionnaire asked respondents to indicate, on a scale of 1-5, how strongly they agreed or disagreed with a series of statements regarding different areas of our business. The higher the score, the better the view of our performance.

The graphs show the average scores achieved in each category and the overall rating for the business area.

Directors and staff

56% (59%) of respondents gave maximum marks [25 out of 25], reflecting a high regard for our Directors and Staff. Our average satisfaction rating for this area was 4.8 out of 5 (4.8), maintaining the performance achieved in the previous 14 years of our Reviews.

DIRECTORS AND STAFF GRAPH

Advice

Our advice continues to be highly valued by our clients, with an average satisfaction rating of 4.7 out of 5 (4.6). 40% (35%) of respondents gave us maximum marks.

ADVICE GRAPH

Administration Service

36% (36%) of respondents gave us maximum marks and we maintained an average satisfaction rating of 4.6 out of 5 (4.6). These scores are testament to the administration team’s ongoing commitment to the provision of an outstanding service.

ADMINISTRATION GRAPH

Comments

Amongst the comments received were:

An outstanding blue chip organisation, giving highest priority to the quality of its services to clients.

Tim Illston, Temple Trustees Ltd