10 December 2021

Client Service Excellence 2021

As many readers will know, we conducted a client survey in the summer of 2021, our third such survey, in order that we get a better understanding of how our clients feel we are meeting their goals.  


 This year we also wanted to explore how well we performed during the pandemic, as it is periods such as calendar year 2020, when we think having an investment manager as the main point of contact in a relationship, really adds value. Additionally, our survey results were included in a benchmark study.

The benchmark is an industry-leading study which presents an overview of the client journey, through the lens of the client, as measured by key performance metrics of 10 participating firms who  collectively manage in excess of £150bn in assets on behalf of private clients in the UK and was run for each firm during the course of 2021.

JM Finn results
Once again, we were delighted to see an improvement in our scores with the three main key performance indicators, overall satisfaction, investment manager satisfaction and Net Promoter Score, all improving from the 2019 survey.

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Other key aspects of a quality wealth management service are the communication, the day-to-day account management, digital services and client centricity.  We measured all of these as part of the benchmark study and are delighted to report that we were top out of all ten participating firms in these categories:

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Everything we do at JM Finn is about delivering successful client outcomes.  Our clients appreciate that we treat each client as an individual and therefore assessing how we have done via an independent and anonymous survey is the best means to get a true picture.  

We asked all participants whether they feel that the range of products and services from JM Finn are:

1. In line with their risk tolerance

2. Meeting their individual needs and goals

3. Offer good value for money

We were delighted that the average percentage of respondents answering “yes” to these questions across all three statements was 99%. Finally, one crucial aspect of looking after clients’ hard earned wealth is the trust they have in the firm and we continue to be delighted that the trust levels have remained exceptionally high in all our client surveys to date:

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Managing your wealth

Managing your wealth

Understanding Finance

Helping clients understand what we do is key to building relationships. To explain some of the industry jargon that creeps into our world, we’ve pulled together a section of our site to help.


Also in this issue

In the early summer of this year, we saw a huge surge in retail sales across the world with growth close to four times what is normal.

We met the companies below and you can learn more on any of these by contacting the person at JM Finn with whom you usually deal.

JM Finn was delighted to have won the award for Medium to Large Wealth Management Firm of the Year from MoneyAge.

Winter Issue Thirty Seven