Adviser Frequently Asked Questions

What is Elevation?

Elevation is a system that uses private feedback from clients to help advisers and firms deliver excellent client experience.

Elevation analyses feedback from over 250k clients to reveal the most impactful things advisers and firms can do to drive three key goals:

Goal 1. Make great first impressions - converting more prospective clients into clients
Goal 2. Delight existing clients - generating advocacy and retention
Goal 3. Safeguarding clients' best interests, and mitigating risk

At the core of Elevation is the dashboard, which allows users to dive deep into the feedback from their clients, understand how their feedback compares to the industry and where to focus to achieve the three goals.

What questions will my clients be asked?

The feedback forms have been designed using extensive research to ensure we are gathering the most impactful responses.

Financial Advisers

Mortgage Advisers

Equity Release Advisers

Protection Advisers

Client feedback questions and answers for new and existing clients

All Elevation questions are multiple choice, and all questions are consistent across the industry - this allows us to benchmark responses across clients, advisers and firms on a consistent basis.

Will the feedback be public?

For advisers who have a public "Verified" profile on vouchedfor.co.uk, some elements of each piece of feedback will be listed publicly on their VouchedFor profile. The more in-depth, section of the feedback (that powers Elevation) will remain private.

For advisers who only have a private "Elevation" membership, all feedback remains private.

Is the feedback anonymous?

No client name is associated with any feedback published on public profiles on vouchedfor.co.uk. However, advisers are privately able to see the reviewer's first name and email address for every piece of feedback completed.

This is made clear for the client when they complete the feedback form.

How will feedback be collected?

Inviting feedback from clients is managed centrally, someone in your firm will be responsible for inviting feedback.

Invitees are sent in an email (wording below) containing a link to the adviser's personal feedback form.
The invitees click the link in the email and complete the form.
As soon as the feedback has been submitted it can be viewed by the adviser in the Reviews tab of their VouchedFor account.
Clients who don't complete the feedback after 1 week are sent a brief reminder email, which benefits the response rate significantly.

What does the invite email say?

Below is the standard wording, however firms can choose to change this.

Hi [First Name]

I hope you're well.

I wanted to take a moment to ask for your feedback on the advice service I’m delivering. Your feedback is really important to me; it helps ensure I’m delivering consistently excellent service.

I’d be very grateful if you could take 5-10 minutes to leave some feedback on VouchedFor.co.uk, the trusted feedback platform for professionals. I’m keen to understand all aspects of your experience, including any areas to improve.

[adviser's url]

Kind regards,

[Adviser's Full Name]

When is the feedback collected in the client life-cycle for a financial adviser?

We recommend inviting feedback at three different points in the client life-cycle. Each firm will decide which of these points works best for them. Some firms choose only to invite feedback at one or two of these points.

Inviting prospective clients to leave feedback after their initial meeting with the adviser. This feedback is invited through a shorter First Impression feedback form. This helps drive Elevation Goal 1 above.
Inviting clients soon after they become a client.
Inviting clients on an ongoing basis after each annual review meeting.

When is the feedback collected in the client life-cycle for a mortgage adviser?

We recommend inviting feedback at two different points in the client life-cycle. Each firm will decide which of these points works best for them. Some firms choose only to invite feedback at only one of these points.

Inviting prospective clients to leave feedback after their initial meeting with the adviser. This feedback is invited through a shorter First Impression feedback form. This helps drive Elevation Goal 1.
Inviting clients after completion of the mortgage process.

When is the feedback collected in the client life-cycle for a protection adviser?

We recommend inviting feedback at two different points in the client life-cycle. Each firm will decide which of these points works best for them. Some firms choose only to invite feedback at only one of these points.

Inviting prospective clients to leave feedback after the initial reach out by the adviser. This feedback is invited through a shorter First Impression feedback form. This helps drive Elevation Goal 1.
Inviting clients after completion of the protection process.

How long does it take for clients to fill in the feedback form? What response rate do you typically see?

The First Impression Feedback Form typically takes less than 5 minutes to complete.

The Client Feedback Form typically takes 5-10 minutes to complete.

The average response rate for both review forms is 40-45% of people invited going on to leave feedback.

Do you send email reminders to clients?

The system will send a nudge email one week after the original invite if the client hasn’t completed the review. There is no option to turn this off, however clients are not obligated to complete the review so can choose to ignore these.

How can I track the responses?

You will be able to see all the invited and completed reviews through your account.

Unfortunately we don’t currently offer visibility on whether emails have been opened or clicked on.

How is the client data used and stored? How do you comply with GDPR?

Full data protection and compliance information is available in our Privacy Policy.