AXA Winterthur offers adviser star rating service

Author: By Sarah Griffiths
IFAonline | 19 Jun 2009 | 17:00

Categories: TCF| Better Business

Topics: Axa Winterthur| TCF

ifa-meeting-3-small-jpg

AXA Winterthur Wealth Management has launched a TCF toolkit, including the option for IFAs to earn star awards for customer service.

The firm has teamed up with Investors in Customers (IIC) to illustrate how advisers can gain a one, two or three star award for customer service, designed to provide credibility to IFAs' existing or potential clients and help advisers comply with the FSA's TCF outcomes.

To gain the one year accreditation, questionnaires are sent to IFA firms' customers and staff, while websites and client facing material is assessed to gauge how engaged clients are with the advisory process.

Clients responding to the ten minute survey, score each question from one to ten. The average total score determines whether the IFA firm is rewarded one, two or three stars, with an average score of six out of ten for a one star award and eight out of ten for three stars.

"Generally IFAs are scoring really well," says Neil Craig, managing director of IIC. "We have had a 20% to 40% response rate from clients across the board and probably a bit more from IFA customers."

Advisory firms taking part will also receive a management report assessing the gaps in their customer service offering.

The TCF toolkit comprises:

  • Questionnaires designed to test performance against the six TCF outcomes
  • Centrally collated responses enabling IFA firms to review feedback and analyse their performance, plus create action plans for the future
  • The ability to set specific benchmarks and measure progress across different business areas, advisers or firms
  • The capacity to promote positive client comments to social network sites and generate referrals through viral marketing
  • Access to a discussion forum and library of TCF related documentation

Advisers can log on for a licence at: www.axawinterthur.co.uk/professionaledge at a subsidised rate of £10 per adviser per month.

IFAonline

More tcf news

Recommended reading

Categories

Topics

Comments

There are no comments submitted yet. Do you have an interesting opinion? Then be the first to post a comment

Related articles

Most Read

Audio / Visual

Coffee Lounge

View all the winners here

PPR Structured Product Awards 2011

View all the winners here

This year we have 14 awards designed to mark out the very best products in a highly competitive and innovative market. This includes three new awards for 2011 to reflect the developments in this rapidly growing market: Best Dual/Multi-Index Product, Best Structured (Oeic) Fund and Best Structured Product Provider.

Events

event logo

Professional Adviser Awards 2012

09 Feb 2012 - 09 Feb 2012

London, UK

event logo

fund5live

21 Feb 2012 - 29 Feb 2012

London, UK

event logo

COVER Breakfast Briefing: Cash Plans

27 Mar 2012 - 27 Mar 2012

London, UK

Poll

Should there be a cap on hourly fees?

In Focus

Viewpoints