Client Survey 2023 Results Overview

CLIENT SURVEY

Results of our Client Survey 2023

fuelled by inflation. While we cannot control external factors and their effects on markets and economies, we can make sure we are there for our clients during tougher times. We’re delighted that over 95% of clients, rated Lowes as good or very good in almost every category. In particular, it is pleasing to see the professionalism and helpfulness of our staff rank so highly and that over 97% of clients would recommend Lowes to family, friends and colleagues. That said, we use the survey to seek ways to improve our service and offering to clients, taking on board the feedback shared to implement enhancements and efficiencies going forward. This valuable insight has helped us to continuously deliver first-class financial advice, decade after decade, for over 50 years.

As an organisation which prides itself on delivering a personal service, it is important to us that we regularly assess our level of performance with clients. So every other year we carry out an in-depth survey to see how you believe we are doing for you, and how we might improve, across our overall service and in specific areas. Our aim is to ensure we are always doing our best and delivering service in accordance with our philosophy of being a company “where personal finances are cared for personally.” Over a third of all clients participated, completing our questionnaire and providing their views and feedback. This is invaluable to us. Thank you to everyone who responded to this year’s questionnaire. Over the past 18 months we have all been affected by the Russian invasion of Ukraine and the cost of living crisis,

Key

Clients who rated Lowes as very good or good in this year’s survey

Very Good Good

Average Poor

96.3%

98.1%

97.8%

98.3%

Professionalism

Client service

Approachability

Depth of knowledge

99.0%

97.4%

95.9%

98.5%

Staff friendliness

Ethics

Investment advice

Staff helpfulness

Over 97% of clients would recommend Lowes to family, friends and colleagues

Average Star Rating

4.62

Lowes.co.uk

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