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Foster Denovo|About us|What our clients think of us

What our clients think of us

Making sure we consistently deliver high-quality financial advice to our clients is of utmost important to us.

So, we frequently measure what our clients think of us, the way we work and how valuable our services are to them. It’s a step that enables us to offer our services with confidence and make improvements where necessary.

One of the ways we do this is through monitoring our Net Promoter Score (NPS). NPS is an index that’s designed to measure the willingness of clients to recommend us. As you’ve got to feel confident in our services to recommend us to friends and family, it’s a good indication of how positive clients are about Foster Denovo. As a benchmark, a score of +50 and above is excellent, and +70 and above is considered exceptional.

We’ve asked 10,000+ clients; “How likely is it that you would recommend Foster Denovo to a friend or colleague?”

We’re thrilled to reveal that our NPS is an impressive +68.

When the average score for the financial services industry is +46 , our results demonstrate that our client-focused approach works. Having clients that are happy to recommend us demonstrates our process, financial advisers and outcomes are meeting their expectations. NPSs of other financial service firms highlight where we sit in terms of customer satisfaction in the market:

  • NFU Mutual +70
  • First Direct +63
  • Nationwide +47
  • Hargreaves Lansdown +34
  • Tesco Bank +28
  • Santander UK Banking +27

We also want to make sure our clients can access the financial services they need easily. So, we’ve asked our clients how easy Foster Denovo was to do business with; 86% responded ‘effortless’. Both this and our NPS highlight why forging positive client relationships are so important to us.

You don’t just have to take our word and our NPS results for it either. We love to hear what clients think about our services and how financial advice helps to improve their lives.

 

[1] CustomerGauge’s 2018 UK Net Promoter Score Industry Report states that the average NPS score for the financial services industry sits at +46.

[2] https://www.marketingweek.com/brands-excel-customer-experience-nps/

[3] https://www.verdict.co.uk/retail-banker-international/comments/first-direct-nationwide-net-promoter-scores-uk/

[4] https://customer.guru/net-promoter-score/industry/financial-services-brokerage-and-investments

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