The centre, launched in August last year, measures firms’ performance based on client surveys.
Tom French and Associates, a specialist West Country firm with over 40 advisers, says it has seen its feedback response rate rise from 5 per cent to 37 per cent within three months of implementing TCF Centre.
Managing director Chris Glazier says: “We can measure how individuals are performing across the business, and quickly identify trends. It means we can ensure that what we do continues to meet the high expectations of our clients, and we can focus on delivering an excellent service.”
FinQS chief executive Tessa Lee says: “In difficult economic times when customers are experiencing anxiety about their financial situation more than ever before, this can significantly alter what they value and what is important to them. More than ever firms need to listen to what their clients are telling them and take timely action on the feedback they receive.
“Proactively asking for customer feedback is invaluable in helping firms to continually shape their service propositions to meet the changing demands of their clients. We are delighted to see so many firms implementing TCF Centre and are seeing a noticeable increase in the number of advisory businesses who now want to make customer feedback part of business as usual.”