Stonehage Fleming
What did we try to find out?
The FCA (Financial Conduct Authority)’s Consumer Duty requirements set high standards for consumer protection across the financial sector and require firms to put their customers’ needs first. Stonehage Fleming, advisors to many of the world’s leading families and wealth creators across generations and geographies, determined to benchmark its client satisfaction levels across its UK businesses to demonstrate how it delivers positive outcomes for its clients and meets Consumer Duty standards. This also presented an opportunity to develop a more detailed understanding of what Stonehage Fleming clients value the most about its investment and advisory services and equally to pinpoint any areas to enhance service delivery.
Solution
Using a short client satisfaction Pulse survey, managed securely through a bespoke microsite, Stonehage Fleming posed a few simple questions designed to establish overall levels of satisfaction, how supported their clients felt, how able they were to make informed financial decisions and their willingness to recommend the firm to those in their networks. The Pulse at once confirmed that the firm is delivering good outcomes for clients and provided opportunities for further specific engagement.
Outcome
Clients were able to express their views openly and securely with a limited investment of time, and Stonehage Fleming received a strong endorsement across all metrics, most importantly through the high levels of satisfaction and willingness to recommend their services.
Our experience of working with the Pulse Business went like this – the team was politely persistent, diligent beyond what we had any right to expect, patient with the myriad of meetings with multiple stakeholders, and a constant source of calming reassurance and gently applied enthusiasm. In short, an absolute pleasure to work with and this before we even comment on a project delivered on time, to budget, with no dramas and an excellent outcome. Finally, but vitally – the Pulse Business “got” us. We are in some respects quite a complex organisation to understand and to navigate but you assimilated our proposition and structure without missing a beat – a bigger compliment than it might sound!
Guy Hudson, Partner & Head of Marketing