HTML Preview Printable Customer Survey page number 1.
JANUARY 2006
JUNE 2007
Customer survey
If you use a customer survey think about the questions you are asking and if they help you identify areas where your firm and its advisers are/are not
treating customers fairly and therefore areas where improvements are needed. This document is intended as a prompt to help you consider how you can
capture fairness as well as satisfaction. A customer may be satisfied with the service but this does not necessarily mean they have been treated fairly.
Question asked... The response…
Please describe the options you were given for paying for our services? Treating Customers Fairly (TCF) Risk – the customer did not understand the
options and costs/the adviser did not explain them clearly.
Please describe your understanding of our firm’s scope of advice
(e.g. Tied, Multi Tied, Whole of Market)?
TCF Risk – the customer does not understand the remit of the firm’s advice
offering.
Please describe your understanding of the advice given i.e. was it a full
financial planning review or was it focussed in any way? If advice was
focussed, please describe your understanding of what this means for you.
TCF Risk – the customer does not appreciate the implications of only receiving
focussed advice.
Did you feel the adviser gained enough information from you about your
personal and financial circumstances (e.g. present financial circumstances
and personal details, long/short term financial goals and aspirations)
before making their recommendations?
TCF Risk – the adviser did not obtain enough information to give
suitable advice.
Did you feel the adviser considered all aspects of your financial needs
and objectives (e.g. income/capital growth, short/long term goals and
aspirations, other future funding requirements)?
TCF Risk – the adviser did not obtain enough financial needs / objectives
information in order to make a suitable recommendation.
What is your understanding of investment risk and what level of risk are
you willing to take in respect of this transaction (e.g. risk of capital
erosion?).
TCF Risk – the customer does not understand the concept of investment risk
and the different levels of risk available.