18 October 2023
Quilter has today announced the launch of a new online customer panel, enabling customers to provide feedback on its products, services and communications.
The panel has been launched as part of Quilter’s ongoing commitment to the Consumer Duty and provides customers with a regular feedback loop. Customers who join the panel will receive regular invites to online surveys, where their views will help to shape future product and service development.
Quilter has previously used customer feedback opportunities to beneficial effects, including in shaping the customer app it launched last year.
The panel will be consulted on a monthly basis and the results will be sent to customers via a newsletter outlining the actions that Quilter has taken as a result of feedback. Advisers will also receive the results and will gain further understanding of their customers views and expectations and will also see summaries of the research. Advisers will also be asked to suggest topics of interest, to be put to the panel.
The customer panel will be run by Quilter’s dedicated in-house research team.
Jenny Davidson, Commercial Proposition Director at Quilter, said: “Feedback is one of the most important ways to implement continuous improvement. Consumer Duty has rightly put the spotlight on products and services and if they are working as well as they should for the end customer. We want to make sure that we are taking every opportunity we can to gain insightful and beneficial feedback from our customers and find ways to further help them achieve their goals.
“This also isn’t just about our existing range of products. We want to identify trends and opportunities where we can provide a better, more tailored service, and we see this panel as being crucial to helping us achieve this. Advisers can also get involved by suggesting topics as this is intended to be a collaborative process to help deliver those good customer outcomes.”
