Providing high quality service to our clients

Read our results from our Private Client Survey 2019.

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  1. Charles Stanley

We are extremely pleased that this year’s private client survey yielded another set of incredible results.

At Charles Stanley we are focused on providing our clients with the best client experience possible. In order to assess the effectiveness of our client experiences, we invited a cross section of 58,814* of our private clients to provide feedback on their experience with us through our Client Satisfaction and Experience Survey. Feedback from this survey is extremely important to us and helps us to continue to raise the standards of our business and ensure we deliver an enhanced service to all of our clients.

3,884 responded, representing a 7% response rate. As a thank you to all our clients who responded, we donated £3,900 to our 2019 Charity of the Year, CRY (Cardiac Risk in the Young).

We are delighted to announce the following highlights from our Private Client Survey 2019:

  • 87% of our clients who responded to our survey are satisfied with Charles Stanley overall,
  • 92% of our clients who responded to our survey are satisfied with their primary contact.

When looking at our different services in more detail it is clear to understand what our clients’ value about our services and in certain cases the relationship and trust they build with their Financial Planner and Investment Manager.

Focusing on our Charles Stanley Direct clients

Despite being a DIY online investing service, the helpdesk provides invaluable support to our clients when they need someone to speak to about their issues.  The team in Edinburgh provides a helping hand to our Charles Stanley Direct clients, from resetting passwords to providing guidance with complex transfers.

Client satisfaction survey 2019 - CSD

Other key results to note:

  • 91% of our clients who responded to our survey are satisfied with the reliability of the Charles Stanley Direct service,
  • 95% of our clients who responded to our survey are satisfied with the security of the Charles Stanley Direct service.

Charles Stanley Direct Survey Results Infographic

More information about Charles Stanley Direct services

Focusing on our Financial Planning and Wealth Management clients

Providing financial peace of mind is at the core of what we do, and therefore the trust that our clients have in Charles Stanley is extremely important.

Client satisfaction survey 2019 - wealth management

Other key results to note:

  • 92% of our clients who responded to our survey are satisfied with their Primary Financial Planner,
  • 93% of our clients who responded to our survey are satisfied with the range of products and services.

Financial Planning and Wealth Management Survey Results Infographic

More information about Charles Stanley Wealth Management services

Focusing on our Discretionary Managed clients

The likelihood that a client will recommend us is a great indicator of how much they value our service.  Our business grows through referrals and we’re proud that so many of our clients are likely to recommend us to family members, friends, colleagues, clients or associates who might benefit from using our services.

The calculation of a net promoter score (NPS) comes from asking the question “On a scale of 0 – 10, how likely would you be to recommend Charles Stanley to a family or friend” – those that score 10 or 9 are classified as promoters and those that score less than 7 are classified as detractors.  NPS = promoters% - detractors%, thus meaning the score can be anything between -100% and 100%.

Client satisfaction survey 2019 - discretionary

Other key results to note:

  • 95% of our clients who responded to our survey are satisfied with the communication they receive,
  • 97% of our clients who responded to our survey are satisfied with their Investment Manager.

Discretionary Survey Results Infographic

More information about our Discretionary services

Focusing on our Charles Stanley Investment Choices clients

We don’t just analyse the scores our clients provide, we take the time to look through the individual comments that clients leave. This feedback enables us to continually enhance the service we provide.

Client satisfaction survey 2019 - CSIC

Whilst the Charles Stanley Investment Choices Client Relationship Managers are not able to provide advice or a personal recommendation, they are able to provide information, help and guidance to support clients in making their own investment decisions.  Key results to note:

  • 85% of our clients who responded to our survey are satisfied with their primary contact (Relationship Manager),
  • 81% of our clients who responded to our survey are satisfied with the communication they receive.

Charles Stanley Investment Choices Survey Results Infographic

More information about Charles Stanley Investment Choices services

Our results also provide guidance on areas for improvement, and the results of this survey are influential in shaping the services and experiences that we provide our clients in the future. This year we are focusing on many areas to help improve communication and our online portals and apps.

*Private Client survey sample selection, ensuring all; vulnerable, minors, staff and deceased clients are excluded.
1. For our managed Investment Management clients, we segmented the client base using the following criteria; Investment Manager, service level, assets under management, age, gender, and communication method. Using these criteria we took a 25% representative sample from each segment and invited those clients to participate in the survey.
 
2. All non-managed Investment Management clients
 
3.All Financial Planning clients
 
4. All Charles Stanley Direct clients
 
5. All Charles Stanley Investment Choices clients

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