Client survey: 98% would recommend HarperLees to friends and family

By HarperLees

As clients, you’ll be aware that we at HarperLees take our service commitment to you extremely seriously. That’s why you will have received a questionnaire at the end of May 2021 asking you to tell us what you think of our service, our standards, and the advice we provide.

The response you gave provided us with vital insight, so thank you to everyone who took the time and trouble to respond.

As promised, we’re delighted to share your feedback as part of our commitment to continuously evolve and improve. Only by doing this can we maintain the high standards you tell us we’ve achieved and enhance those areas you said still had room for improvement.

Read on to discover the feedback, and how we will use it to deliver even higher standards.

You told us that working with us is, or will be, helpful

We are delighted that 100% of you said the work we do has helped, or is likely to help you achieve your financial goals.

In addition, more than 98% of you said they would recommend HarperLees to friends and family, with nearly 38% saying you had already done this during the last 12 months.

This is something we are extremely grateful for. As a company, we grow through recommendations, so we would like to say a heartfelt thank you to you if you suggested that a friend or family member work with us.

That said, we would still like to hear from you if you feel there is a way of making it easier for you to recommend HarperLees to friends and family. If you have any ideas on this, please let us know as we’d be keen to hear your suggestions.

The majority of respondents reported being very satisfied – but we want to do better

A key area for us is satisfaction levels. We’re pleased to see most of you reported high levels of satisfaction around the service we offer and our understanding of your personal situation. This is shown in the table below.

While we’re proud of the feedback, we want every client to have a service they feel very satisfied with. With this in mind, we are looking to improve the one area you commented most on: speed of communication.

For us, your satisfaction is central to everything we do, so we’re putting systems in place to ensure that our speed of communication reaches the high standards you’ve come to expect from HarperLees.

Long-term financial planning is most important in meetings

We asked you which aspects of our meetings with you are most important. The table below reveals what you told us.

It was interesting to note that 45.5% of you said discussing short-term needs is very important, although 47% felt it was “somewhat important”.

For us, both are equally important as it allows us to understand every aspect of your life and wealth, enabling us to advise in a way that’s right for you now and in the future.

As we pride ourselves on creating friendly yet professional working relationships we’re delighted to learn so many of you want to discuss the changes in your life, and feel it’s such an important part of our meetings.

Pensions and retirement planning provides challenges we can help you with

Next, we asked you to tell us about your financial concerns whether you’re retired or not. If you are not yet retired you told us your top four concerns are:

  1. Not having enough money for your preferred lifestyle in retirement
  2. Not having enough money to retire at your preferred retirement age
  3. The level of returns from your pension investments
  4. Your family’s financial security should anything happen to you.

If you are already retired you told us your top three concerns are:

  1. Not having enough money to continue your preferred lifestyle in retirement
  2. The cost of your care in old age
  3. The level of your investment returns.

We were very interested but not surprised to see “lifestyle in retirement” featuring so highly in both groups. In addition, “level of investment returns” featured highly, so we will be discussing these issues with you and other clients in future meetings to ensure all concerns are addressed.

If you’re a business owner, we can also help you

As running a business offers different financial challenges, we asked you to tell us about your concerns if you are a company owner. You told us your two main areas of concern are:

  1. Withdrawing money from the business tax-efficiently
  2. Maintaining profitability.

It’s important to us that if you’re a client who owns a company you have peace of mind that we are there to help with these challenges. Going forward, we will ensure future review meetings will focus more on helping you if you’re a business owner.

Get in touch

If you would like to discuss any area of the survey or would like to share further thoughts, please email us on or call on 01277 350560.