The results are in! We sent our biennial client survey out in the final quarter of 2025* and had an excellent response rate - thank you very much to everyone who took the time to let us know your thoughts.
The survey is a vital way for us to check that we are continuing to deliver the high level of service that we aim to provide all of our clients at their different stages of life and with the different wealth challenges that come with that.
We listened carefully to what you told us and use the results to implement change where it is needed – readers might remember that our Wealth Planning team was added as part of our service back in 2016 as a direct result of clients telling us, via the survey that they wanted us to offer financial planning alongside our investing services. Since then, the team really has gone from strength to strength – winning the highly coveted PAM Total Wealth Planning Award in 2025 for the quality of its service and seamless integration with our wider investment proposition. Without further ado, here is a snapshot of some of the latest results.
We’re proud that the survey results indicate very high levels of satisfaction and trust in both the firm and investment managers. The average satisfaction score clients gave JM Finn was 9.1 out of 10 – even higher than the 8.8 average in our last survey, carried out in 2023.
Our survey has also revealed that many of our clients are not aware of the full range of areas we can assist with – a third of our survey respondents said they were unaware that JM Finn offers retirement and pension planning services. Clients who have used JM Finn’s Wealth Planning service are typically very happy with the work carried out by the team – if you would like to know more about any of these areas, please speak to your investment manager.
The consistently high levels of satisfaction and trust with the firm lead to JM Finn having a high ‘Net Promoter Score’ – this is based on the survey question asking how willing respondents would be to recommend the firm. Our score of 67 means that JM Finn's clients are far likelier than clients of other UK wealth management firms to recommend us to their friends and family.
We are pleased to say that a majority of clients (nearly two thirds) who completed the survey say they have recommended the firm during their tenure as clients – including 26% during the past year alone. As our business is founded on a strong reputation and service excellence, referrals are very important to JM Finn – and we would like to thank everyone who has recommended the firm to others.
* JM Finn conducted a survey of clients of all its services (Wealth Management Service, Investment Management Service, Execution Only and Advisory) through an independent provider, Savanta in September 2025. 1749 clients responded to the survey, a response rate of 18%.
