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.
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.
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.
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.
Amongst the comments received were:
- "I am glad we decided to change to BBS for our admin provision. I continue to be impressed with BBS as a company. There is a real focus on the detail throughout the company and as a result the service level provided by the staff is outstanding."
- "It is always a pleasure working with the Team at BBS."
- "Staff are very helpful and know what we need by way of advice."
- "I am always impressed by the professionalism of the team and their ability to explain complex issues clearly - and patiently!"
- "Excellent advice and professional support from the advisers and their teams. The BBS team exhibit high integrity in their work."
- "Clear concise and friendly company to work with."
- "We are extremely happy with the services provided by BBS. Matters are dealt with on a timely basis and always in line with estimated cost."
- "BBS are head and shoulders above every other pension administrators that I have used."
- "It is reassuring to work with a company who provides a consistent, reliable, professional service. Knowing that the Scheme is in safe hands, frees us to face the ever changing challenges that pensions bring us. Knowing that BBS are there to advise us, provides reassurance that we will be prepared to meet them."