Wealth Intelligence

Melbourne-based Wealth Manager ranked with world's best

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 second-placed 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.

NPS1  

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 database and has verified our rating.”

First Samuel Limited is a Melbourne-based boutique 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.

Notes: 

  1. Net Promoter Score® is a customer loyalty metric developed by (and is 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". 
  2. 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).
  3. 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.
  4. NPS Benchmarks’ database is of 13,884 companies; many of them small.  First Samuel ranks 136th, placing it in the top 1% globally.  See www.npsbenchmarks.com.