Client Survey Case Study - Taylor Oliver (IFA firm)

Taylor Oliver were looking to develop a strategy for their firm and take it forward amidst a wide range of market changes, regulatory reform and a backdrop of scepticism in the financial services sector.

To take the firm forward, we delivered a client survey to understand what their existing clients were experiencing and how they viewed the Partners.  Without fully understanding their current client base, any changes made could have been damaging in a number of ways.

They could have embarked on the wrong strategy meaning wasted time and resource or they could have implemented new processes that alienated the client base rather than making things easier for them.

By canvassing the client audience first we were able to not only help the firm understand the views of their clients but also integrate them into their future growth strategy.  We also generated referrals for them and provided a feedback summary that they have used in meetings with prospective clients helping them to demonstrate just what a client receives in terms of advice, care and approach.

Steve Taylor, a Partner at the firm, said, "Working with Paul and the team has been an inspiration to our business.  The results of the client feedback survey made us focus on the way we deliver our services and provide advice to our clients.  Not only did they help us understand our clients better, they were instrumental in working with us to deliver the outcomes and actions to work on.  In some cases that meant stripping back processes or changing the way we worked and communicated."

Louise Oliver, another Partner, added, "Paul gave us the discipline to keep working towards the big picture and since we undertook the client survey our business has gone from strength to strength."

Taylor Oliver