The service, TCF Centre, is an automated customer feedback system, which can be used by advisers to help improve their business processes and service, as well as providing ongoing evidence that adviser firms are treating their customers fairly.
TCF Centre’s feedback questionnaire can be e-mailed out to clients with one click and asks a range of questions about the fact-finding process, risk profiling, product understanding, documentation and overall service.
Questionnaire responses are then compiled automatically and immediately by the system, identifying positive respondents to help with client referrals and generate potential new business. Advisers are also informed of any negative responses for them to follow up.
Sesame Bankhall Group said timing of the roll out was relevant, due to the work now being undertaken by many adviser firms in line with the FSA’s Retail Distribution Review (RDR).
Keith Gilmour, group business development director at Sesame Bankhall, said: “By automating what are often laborious processes for firms, TCF Centre enables advisers to get feedback from potentially every one of their clients.
“It can also help firms identify the services that clients really value, which will assist them in building their RDR proposition.
“As well as measuring overall customer satisfaction, TCF Centre automatically pinpoints happy clients. These positive endorsements can often be a firm’s best marketing tool, generating valuable referral business.”
