Recent independent research has found that Fairbairn Private Bank’s speed of client response has set the highest score on record in the UK, achieving over 9 out of 10.
The research, conducted by The Leadership Factor, specialists in customer satisfaction and loyalty, sought the opinions of the bank’s clients and measured their satisfaction with the bank. The Leadership Factor hold an extensive database of survey results and undertake over 400 surveys per year.
Fairbairn Private Bank also achieved an impressive client satisfaction score of 89.2%, using the Leadership Factor’s Satisfaction Index™ to measure the bank’s success in satisfying its clients. The score places Fairbairn Private Bank in the top 9% of all companies on the Satisfaction Index™, being considerably higher than the national UK customer satisfaction index (UKCSI) of 75%*.
The survey found clients were most satisfied with the personal skills of the bank’s staff, such as keeping their promises and commitments, their accuracy of executing requests, ease of contact, speed of response and ability to answer queries. One client commented, “I am so pleased with Fairbairn Private Bank. It is such a nice, helpful, friendly bank and I can speak to someone straight away. I just wish other banks would model themselves on this standard of banking.” This serves to emphasise how vital quality of staff are to the bank, and the importance of personal service.
Over 75% of clients believe Fairbairn Private Bank performs ‘better’ than other banks they have experienced, and many would approach the bank for their next financial product or service.
Greg Horton, managing director said “We regard this survey as an extremely important indicator of the bank’s ability to consistently achieve its stated objective around outstanding levels of client service. It is particularly pleasing to note the strong levels of satisfaction and professionalism that our clients are experiencing right across our client-facing support teams. To get such positive feedback is particularly rewarding given the recent difficulties faced by the banking industry worldwide.”
Recent research** stated that client satisfaction with UK private banks has hit an all-time low, with their client satisfaction index falling to the lowest level ever recorded. In stark contrast, the clients of Fairbairn Private Bank are clearly more than satisfied, with the vast majority of areas being scored higher than 8 out of 10.
The bank has an ongoing commitment to its clients to exceed their expectations through a client offering that is among the very best in the business. Clients are greeted with a human voice at the end of the telephone and are not passed from person to person, as experienced and fully-qualified staff are able to answer questions about the bank’s award-winning services. The bank seeks to treat all clients as individuals and always act in their best interests.
Fairbairn Private Bank’s clients clearly endorsed the bank’s commitment to a high level of service. A further client said, “It is wonderful for me to be to able to ring them. With just two rings someone picks up and I always get someone who is willing to help me. They are the best.”
* www.ukcsi.com, January 2010
** MDRC Ltd, March 2010