Personal Touch launches feedback service

The service, which was piloted over the last few months by a group of Personal Touch members, allows firms to receive a fortnightly automated report with anonymous, aggregated feedback.

The feedback is broken down at individual adviser and firm level, while the data also appears in the form of charts.

David Carrington, marketing director at Personal Touch, said: “The FCA expects firms to know how advisers interact with clients during the advice process and our new Insight service gives members a fully automated solution to help them manage this process.

“Each of the client feedback questions are designed to provide our members with clear evidence as to whether they are achieving the level of TCF that would be expected within their business and it will also allow principals to identify if any of the outcomes aren’t being achieved to the required level so they can address the problem quickly and rectify it.

“In the piloting of the new Insight service many firms received over 20% response rates from clients, which is exceptionally high by any direct marketing standard.

“This clearly demonstrates the benefits that clients feel from being more involved in their advice process and their enthusiasm to be involved in the growth and development of their adviser firm.”

Ellen Roome, principal of Personal Touch member firm, The Finance Roome, added: “Particularly at times when you are very busy with day to day matters, having time to put together client surveys or indeed just to collate feedback can be extremely difficult.

“The new Insight service will be invaluable to us as it takes away all the manual resource needed and just gives us all the information we need in one easy to understand report - so we can see instantly any areas of weakness that might need improvement and of course, which areas we are doing really well in and should maybe extend.

“It’s like having our own research agency at our fingertips and even better as we don’t pay any extra to have it.”