Blog

Some of our thoughts

Investment in quality pays dividends for Goodmans in Mystery Shopper survey

Goodmans has received top marks for the services it offers in a mystery shopper survey conducted by leading industry publication FT Adviser recently; one of the few practices across the UK to be awarded a maximum score by the mystery shopper.

Each week FT Adviser chooses a different area of the country where three financial advisors and one provider will be contacted by a mystery shopper, who will assess the all-important initial telephone contact between client and adviser. When the spotlight turned on Plymouth it was our Drake Circus office that shone, receiving an impressive score of 35 out of 35 and finishing ahead of our competitors in the city.

During the telephone call, the mystery shopper posed as someone seeking advice on income protection on behalf of an uncle who had recently returned to work from a six-month lay-off following a back injury.

The company was assessed on how quickly the call was answered, the telephone manner of the person taking the call, relevant qualifications, the choice of payment methods offered, guidance given, knowledge and online presence.

Melanie Tringham, part of the FT Adviser team that carries out the mystery shopper assessments, said it was uncommon for a company to receive maximum marks. “Maybe once every two to three months someone will get full marks,” she said.

Goodmans are Chartered Financial Planners, one of fewer than 400 firms in the UK to achieve Chartered status. Awarded by the Chartered Insurance Institute (CII), the status recognises the our commitment to the development of staff, to ethics and the overall quality of advice given.