Financial Sector Research
Intermediary research experience
Case study IFA Consultant Monitor
Our research has consistently shown that the relationships between life office broker consultants and IFAs plays a key role in developing and maintaining IFA perception of the provider.
A bi-annual survey is conducted for a major UK life office to evaluate the quality of the consultant support provided by its brokers, with key objectives as follows:
- Develop understanding through key driver analysis of what drives strong consultant support
- Understand the performance of the life office against these measures and whether performance levels differs across internal segments (eg, key accounts)
- Highlight areas of relative weakness for action/further investigation
- Compare the performance relative to an aggregate "best in class" measurement
- Track performance over time
Interviews were conducted by telephone to evaluate satisfaction with the consultant support received; overall and across a range of competencies. The questionnaire was developed following initial qualitative research among IFAs which explored the key components of consultant support provided by Life offices to IFAs.
Case Study Life Office – IFA service quality
In addition to our syndicated offering we regularly provide bespoke solutions through face-to-face, telephone or web-based methodologies.
The following study was carried out for a major life office examining the quality of service received by IFAs placing business with them. The main objectives were to:
- Establish expectations for key service measures
- Measure the performance of the client company against these expectations
- Measure differences in service expectations between users and non-users of the client company
- Identify the key drivers of satisfaction
Telephone research was conducted with IFAs to assess the service they received in terms of accuracy and timeliness for a range of servicing issues. They were then asked to cite the standards they would find acceptable.
The client used the results to identify where its service was perceived to be particularly weak, and to put in place an action plan to address these areas.
For further information, please contact Marketing on 020 7675 1151 or e-mail website@orc.co.uk
