Survey Results

As part of True Bearing’s “Treating Customers Fairly” programme, we regularly survey our clients.

We take a random 10% sample and survey by post.

The last survey done in April/May 2009 had the following results:

We recieved 142 replies which was a 29.3% response rate.

Each client gave a score of 1 - 5 for 12 questions

1 = Dreadful
2 = Poor
3 = OK
4 = Good
5 = Excellent

The 12 questions asked in order were:

My Adviser

1. My Adviser took time to understand my circumstances and my attitude to risk
2. My Adviser explained the Proposals in a language I understand
3. My Adviser's written proposals were clearly expressed and easy to follow
4. My Adviser did not put me under any pressure to proceed
5. My Adviser explained how my advice would be paid for and put this in writing

Support, provision of Information & ongoing Communication

6. I can usually get hold of someone to help me with queries when required
7. I am kept up to date with valuations and reviews on a sufficently frequent basis
8 . Your staff are always friendly, courteous and helpful
9. Your staff do what they say they are going to do within an agreed time frame
10. Your letters, brochures and other communiques are easy to understand

Overall Experience

11. I feel that the service you provide offers customers value for money
12. I feel that my adviser and your firm has treated me fairly

The previous survey was carried out in September 2007. The chart below shows a comparison with the results of the previous survey.

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