B Impact Assessment: Customers
Without our customers, we're nothing. Making a positive difference in their lives is our top priority, and we work hard to consider what they want — not just what will make us a profit. And we listen when they let us know how to do better. Within this article, we discuss the 'Customer' area of the B Impact Assessment, and what we do here at MASECO to ensure we are always delivering the highest quality client service.
Without our customers, we're nothing. Making a positive difference in their lives is our top priority, and we work hard to consider what they want — not just what will make us a profit. And we listen when they let us know how to do better.
“The Customers Impact Area evaluates the value that your company creates for your direct customers and the consumers of your products or services through topics such as ethical and positive marketing, warranty and quality assurance of products and services, data privacy, data security, and more.”
The questions in this assessment area go deeper than surface-level customer service questions. They get into whether companies have mechanisms in place that ensure they are collecting information to understand whether their products or services are actually having a positive effect on those buying or using them. They ask about feedback outreach and success monitoring within your company.
At MASECO, we are passionate about seeking to deliver high quality investment management and wealth planning combined with exceptional client service. We offer our clients an ongoing service where our Wealth Managers are always on hand for any queries or concerns that they may have. We regularly review our clients’ portfolios and maintain a robust financial plan to ensure they are on track to meet their longer-term financial goals.
The first ever initiative we implemented at MASECO was to undertake a deep-rooted review of our culture and values. We believed that if we ‘hired on culture and trained on competency’, selecting individuals who all held MASECO’s common values, we would create a firm that focused on delivering the highest quality client service, as showcased by our Net Promotor Score (NPS) score.
Our NPS score for 2021, a score used to measure client satisfaction, was 89% (as of 31st December 2021).