We recently received this fantastic feedback for Mike, one of our mortgage advisors, which was given to our provider Openwork.
They create ongoing client contact which is aimed at customers who have received advice in the previous month and gathers details of how clients experience our service and to ensure that they fully understand the recommendations that have been made to them and why those recommendations have been made.
The objective of the client contact is to garner honest feedback about customer experience and to test client understanding of the products that have been recommended and why.
Ms Scott-Brown’s Feedback
Ms Scott-Brown explained to me that she met you face to face to discuss the lifetime mortgage. I asked Ms Scott-Brown what their objective was and she explained it was a remortgage.
Ms Scott-Brown recalled receipt of your disclosure documents and the resulting conversations regarding the ‘Making More of your Home’ document and alternative options to the equity release. She was happy that she understood your fees.
I asked Ms Scott-Brown about the Fact Find process and she said
‘He was fine – I felt vulnerable being at this time of life and being in this situation after 40 years of paying mortgages. We had a laugh – coffee and laughs – I didn’t feel judged – he understood everything and made it easy. He was really… I can’t say enough… Amazing.’
Ms Scott-Brown was satisfied that she understands how the mortgage works and recalled receipt of all the relevant point of sale paperwork such as the mortgage illustration and your recommendation letter.
In all, Ms Scott-Brown confirmed she is confident she understands the recommendation you made.
She told me
‘We had already gone down this path – this was the only option – last and final thing. He went over and above to find the best thing for us. I have every confidence in him. I knew exactly where we were going and what was going to happen. He was the man the job!’
NPS Scoring
At the end of the call, I asked Ms Scott-Brown if she was happy with your service, if she would seek advice from you again in the future and if she would recommend you to friends and family to which she confirmed that she is happy and that she would.
Ms Scott-Brown said about you
‘I just can’t praise him enough. At the end we were in lockdown. He was amazing. I can’t thank him enough. He didn’t just leave it there – he constantly kept in touch. He has been there and he has helped. I would have no hesitation in recommending his firm.’
She went on to explain
‘I was nervous, I’d had a bad experience before – I thought I was going to lose my home. He pulled out every stop. He did everything he promised.’
Natasha Lincoln – Client Contact
