What Our Clients Say
2017 Client Survey Results
Melbourne-based Wealth Manager up with world’s best in customer loyalty and service
First Samuel’s Net Promoter Score is the best in Australia
Boutique Melbourne-based wealth manager First Samuel has been rated by its clients as one of the best in the world for client satisfaction and loyalty.
According to its 2017 annual client survey, First Samuel’s clients gave it a Net Promoter Score® (NPS) of 78. (NPS is a widely adopted measure of customer satisfaction and loyalty. A company’s NPS can range from -100 to +100). According to NPS Benchmarks, First Samuel now has the highest NPS in Australia, ahead of Macquarie Telecom (68).
“This shows the success of our unrelenting focus on client service,” said Anthony Starkins, Founder and Executive Director of First Samuel. “That focus is not only on maintaining long-term top-decile investment performance and providing pro-active and tailored financial advice, but also on every aspect of our service.”
“It is not trite to say that ‘everything matters’. Because to our clients everything does matter.”
“Importantly, our NPS for the last 7 years has averaged over 60, which shows the consistency of our service,” Starkins said.
First Samuel’s score is up there with the world’s best. “Our score of 78.1 would place us in the top 1% in the world”, according to Starkins. “There is no single source of NPS’ comparisons, but NPS Benchmarks has an extremely wide data base.”
First Samuel Limited is a Melbourne-based wealth management company, founded in 1999. It manages over $0.6 billion of investments for a small number of high worth individuals and their families. It provides an integrated service of personal financial advice, individual portfolio management and tailored administration. It has an outstanding investment performance track record and was the first company to actively campaign for the abolition of commissions in the industry. It has clients throughout Australia and overseas.
- Net Promoter Score® is a customer loyalty metric developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix. It was introduced by Reichheld in his 2003 Harvard Business Review article "One Number You Need to Grow".
- Advocacy is measured on a scale of 1 to 10, with 1 being 'very unlikely' to recommend and 10 being 'very likely' to recommend. NPS® is calculated by subtracting the percentage of 'Detractors' (score 1-6) from the percentage of 'Promoters' (score 9-10).
- NPS is now widely used in Australia, including the major banks and financial companies. According to the last Roy Morgan Single Source Survey of April 2017, CBA had an NPS of -3.8, NAB of -11, Westpac of -11.8 and ANZ of -12.5.
- NPS Benchmarks’ data base is of 13,884 companies; many of them small. First Samuel ranks 136th. See www.npsbenchmarks.com.
Patrick Hughes AnaesthetistI'd rather spend my time doing what I do best and what I enjoy. I'm very comfortable leaving First Samuel to do what they do best. Negotiating the Byzantine labyrinth of retirement income legislation is not something I could ever enjoy.
David Blackley Former Chairman, Clemenger BBDO, MelbourneI have put my trust in First Samuel for eleven years. I remain totally satisfied with their service and performance on my behalf.
David BlackleyFormer Chairman, Clemenger BBDO, Melbourne
Rosemary Raffaele Small Business OwnerIt is now over 14 years since I was first introduced to First Samuel. They have proved themselves to be trustworthy, honest, reliable and impressively responsive to any query or need. And the financial results have always been more than pleasing.
Rosemary RaffaeleSmall Business Owner
Jack Room Founding Partner & Director of BADJAR AdvertisingThe First Samuel ‘experience’ is excellent. They are professional, knowledgeable and understanding in their management of our portfolio. I trust them and because of this I do ‘sleep well’.
Jack RoomFounding Partner & Director of BADJAR Advertising
Dr. Geoff Edwards GynaecologistI am always confident that First Samuel is acting in my best interests. They provide high quality advice and strategic management and keep me well informed about where I am at and where I am heading with my retirement planning.
Dr. Geoff EdwardsGynaecologist
Susan Allman Medical PractitionerWe love no commissions, open disclosure of costs and the website for watching our investments at any time.
Susan AllmanMedical Practitioner
Dr. Darryl Shnier Radiologist and Nuclear Medicine PhysicianI value relationships – trust, integrity and competence are the core of my relationship with First Samuel. I also value the personal nature of my relationship - when I phone, I usually know the person who is answering the phone and they know me.
Dr. Darryl ShnierRadiologist and Nuclear Medicine Physician
Peter Houghton Owner & Director Rye HotelFirst Samuel’s foundation of thorough consultation and clear communication provides the client with a well thought-out strategy, tailored to their personal requirements and aspirations.
Peter HoughtonOwner & Director Rye Hotel
Tom Tyrrell Accountant & Auditor, Tyrrell SMSF Audit Services Pty LtdHaving dealt with First Samuel for many years both professionally as an accountant and in the management of my personal investments, I can highly recommend them for your investment needs.
Tom TyrrellAccountant & Auditor, Tyrrell SMSF Audit Services Pty Ltd
Dr. Michelle Gajus OphthalmologistFirst Samuel 2:30 says God will honour those who honour him. This principle guides their excellence in service and their honest, ethical approach to finance. A rare combination. Thanks First Samuel.
Dr. Michelle GajusOphthalmologist
Helen Maxwell-Wright Director Maxwell-Wright Associates'I am a client of long standing and have confidently referred family and friends. My initial interest was in professional management of my portfolio and reduced personal effort. Now it is the financial returns, professionalism and wise counsel that I value most.
Helen Maxwell-WrightDirector Maxwell-Wright Associates'