Protection - Client Feedback Questions and Answers

Page 1

Feedback can be made public

Quality of Advice*

Quality of Service*

Value for Money*

Feedback will remain private to the adviser and their firm

In what circumstances would you recommend [adviser] to a family member, friend or colleague?*

  • I would not recommend them
  • I would consider recommending them to people with a specific need, or in a specific situation
  • I would consider recommending them to anyone who expressed a need to speak to an adviser
  • I would be a passionate advocate for them

How likely would you be to recommend [adviser] to others you know? (0 being not at all likely, 10 being very likely)

0 1 2 3 4 5 6 7 8 9 10

 □ Yes, I have been a client of [adviser] in the past 5 years, no-one has submitted this review on my behalf, I understand I am responsible for its content and I accept the terms and conditions

Page 2

Your feedback for adviser, [adviser full name]

Feedback can be made public

Tell us more about the reasons for your rating

What were the circumstances that caused you to initially look for an adviser?*

Free text answer

Have you seen the outcome you were hoping for?*

Free text answer

How has [adviser full name] helped you?*

Free text answer

What could they have done better?

Free text answer

Page 3

Feedback will remain private to the adviser and their firm

How much do you agree with the following statement: "My adviser's reviews on VouchedFor mean I would be more confident recommending them to a friend"

  • Strongly agree
  • Agree
  • Neutral
  • Disagree
  • Strongly disagree

Has [first name] asked you to recommend them to people you know?

  • No
  • Yes, once
  • Yes, more than once

How many times have you recommended the adviser in the last 12 months?*

0

1

2

3

4

5

6

7

8

9

10+

Did you read reviews of your adviser on VouchedFor.co.uk before becoming a client?

  • Yes
  • I read reviews but I’m not sure on what website they were on
  • I read reviews on another site
  • No, I didn’t read reviews

Did you ever have to chase the adviser or their team to get things done through the process?

  • Never
  • Rarely
  • Sometimes
  • Frequently

How responsive was the adviser / their team?

  • Not responsive enough
  • Quite responsive
  • Very responsive
  • Couldn’t have been more responsive

How were your personal circumstances discussed as part of the process?

  • We didn't discuss my personal circumstances
  • They listened to my personal circumstances
  • They listened to my personal circumstances and I felt they fully understood them
  • They listened to, and fully understood my personal circumstances, and recommended a solution based on my specific situation

How comfortable did you feel discussing sensitive personal information through the process?

  • We didn't talk about any sensitive personal information
  • I didn't feel that comfortable
  • I felt quite comfortable
  • I felt comfortable
  • I couldn't have felt more comfortable

When would you next prefer to review your protection needs?

  • I don’t expect to need to review my protection needs again
  • Only after something major changes in my life
  • In one year
  • In two years
  • After three or more years
  • Not sure

How would you prefer to kick-off the next review of your protection needs?

  • Not sure
  • I would prefer my protection adviser to contact me
  • I would prefer to contact [firm name] myself
  • I would prefer to research an alternative to [firm name]
  • I don’t expect to need to review my protection needs again

How confident are you that [adviser name] found you the best insurance / protection policy for you?

  • Not sure
  • Quite confident
  • Confident
  • Couldn’t be more confident

How do you engage with the correspondence you receive from [adviser name] and/or their firm?

  • I take the time to read them in full
  • I quickly look for the most important parts
  • I barely read them at all
  • N/A - I don’t receive any correspondence

How would [adviser name] and their firm earn money from working with you?

  • They charge me a fee 
  • They earn commission on the policy from the provider, which impacts the premium 
  • They earn commission on the policy from the provider, which does not impact the premium
  • Not sure

Do you have a policy that provides a payment if you were to pass away (life insurance)?

  • Yes, taken out privately
  • Yes, taken out through [firm name]
  • Yes, taken out through my employer
  • No
  • Not sure

Do you have a policy that provides an income if you are off sick? (Income Protection policy)

  • Yes, taken out privately
  • Yes, taken out through [firm name]
  • Yes, taken out through my employer
  • No
  • Not sure

Do you have a policy that provides a lump sum if you are diagnosed with a life changing illness? (Critical Illness Cover)

  • Yes, taken out privately
  • Yes, taken out through [firm name]
  • Yes, taken out through my employer
  • No
  • Not sure

How clear is the correspondence you receive from [adviser name] and/or their firm?

  • Not clear
  • Quite clear
  • Clear
  • Couldn’t be clearer
  • N/A - I don’t receive any correspondence

How easy was it to share documents with your adviser / their team?

  • Not easy enough
  • Quite easy
  • Very easy
  • Couldn’t have been easier

How confident are you that you understand the impact of your personal circumstances on your policy?

  • The impact of my personal circumstances on the policy were not explained to me
  • My personal circumstances don’t impact the premium and/or exclusions on my policy
  • I have some understanding of how my personal circumstances impact the premium and/or exclusions on my policy
  • I have a good understanding of how my personal circumstances impact the premium and/or exclusions on my policy
  • I couldn’t be more confident I understand how my personal circumstances impact the premium and/or exclusions on my policy

Would you still be able to make a claim on your insurance if you don’t keep up your payments?

  • Yes 
  • No
  • Not sure

Page 4

Your feedback for adviser, [adviser full name]

Optional Questions

The questions below are optional and typically take 30 seconds to complete. If you complete these, you consent to us storing this information and publishing non-personally identifiable information based on your answers if the adviser opts to create a public profile on vouchedfor.co.uk in the future. The information is used to help other users of our site, to improve our services and by the adviser and their firm to help deliver a better client experience.

What is your gender?

What is your occupation?

What is your household income?

How old are you?

What is the approximate total amount of your savings, investments and pensions?

What is your marital status? When did you first become a client of this adviser?

What is your level of financial expertise?

Very High - for example, I am a qualified economist, fund manager or similar

High - for example, I regularly follow the financial news

Average - I understand the basics

Low - I don't have the time or inclination to become a financial whizz!

Page 5

Your feedback for adviser, [adviser full name]

Confirm your identity

Lastly, we need to confirm you have a valid email address by sending you an email.

Your name and email will not appear publicly, but they can be used by [adviser first name] and their firm to identify your feedback.

Should [adviser first name] opt to create a public profile in the future your county will be visible next to your feedback on vouchedfor.co.uk

First name*

Email*

County*

□  I understand you may ask this adviser for email evidence of our professional relationship if required, to help prevent fraudulent feedback

Help us prevent fraud (optional and data kept private)

Surname Postcode Phone number (optional) We only use these details if a concern is raised about the authenticity of your feedback. We will keep them private.


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