The results of our bi-annual client survey are in: thank you to the many of you who responded to tell us your thoughts – your feedback is important to help us continue to refine our services and ensure that we meet your needs. 

Continuity of satisfaction

One of the main areas we seek to measure in the survey is our clients’ satisfaction with different elements of our service. The results tell us that a large majority of clients are satisfied with their Investment Manager (96%), and an equally high proportion report satisfaction with the quality and responsiveness of the wider team (94%), reflecting the high level of personal service that all our investment professionals work to offer. 

High levels of trust

As a business founded on trust, we also use the survey to test the extent to which our clients have confidence in our services. We are pleased that 95% say they have trust and confidence in their Investment Manager at JM Finn, mirroring the figure for the firm overall.  97% indicated that they are satisfied they have a personal relationship with someone they trust at JM Finn. 

Clear and timely communication 

JM Finn’s scores are also high for the various aspects of communication tested in the survey:  94% are satisfied with communications from JM Finn. 96% indicated that their investments are easy to understand, while 94% agree that the firm communicates and engages with them in a timely manner. 

Wealth Planning service

Our Wealth Planning service is very highly rated among clients who have used it – 98% are satisfied with the team’s retirement planning advice, 97% wealth structuring, 96% with advice on passing wealth on to loved ones and 94% with advice on funding long-term care.

The survey also highlighted that there is low awareness of our Wealth Planning service, but that there is potentially a high demand for them to assist in different areas of financial planning: 70% indicated that they may use our advice on funding long-term care, 3 in 5 our estate planning services and over half may consider using wealth structuring services. The Wealth Planning team will run a series of webinars in the coming months to share their knowledge on the many areas where they can offer advice. 

Strong propensity to recommend

The combination of good communication with high levels of trust and satisfaction mean that our clients are happy to recommend us to their friends and family: 3 in 5 have done so during their tenure as a client, including 1 in 4 within the past 12 months, which we see as the ultimate testament to our enduring high levels of client service. 

Image for exploring our 2023 client survey results


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.

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