Central Trust Reports Amazing Customer Feedback
31 January 2025
Central Trust has revealed the results of its customer satisfaction survey, conducted at the point of sale.
The findings showcase the company’s continued efforts to provide exceptional service and transparent advice in the financial services sector. This survey aimed to assess key aspects of the customer experience, including service quality, clarity of communication, and whether financial solutions offered met the needs of customers. The results reflect consistently high satisfaction across all metrics, reinforcing Central Trust’s commitment to supporting customers effectively.
The results, compiled from the last 100 respondents, highlight the following insights:
1. Customer Service Ratings:
99% of customers rated their experience with their adviser as “Excellent”, with the remaining 1% describing it as “Good.” No respondents rated the service as “Fair” or “Poor.”
2. Meeting Financial Objectives:
98% of customers confirmed the financial solutions offered met their needs and objectives.
3. Clear Communication:
100% of respondents stated their adviser answered all questions to their satisfaction and the documentation provided easy to understand.
4. Understanding Financial Products:
All respondents (100%) indicated they understood the features, costs, and risks associated with their mortgage or loan product.
The survey also provided qualitative feedback, with customers highlighting the professionalism, clarity, and empathy of their advisers. Many customers noted that advisers took the time to fully understand their financial situation, provide tailored advice, and explain complex processes in detail.
A recurring theme was the personal attention given by advisers, including regular updates, flexibility, and thorough explanations. Customers expressed appreciation for the lack of pressure during decisionmaking and the emphasis on transparency.
One customer remarked: "I was initially hesitant about the process, but my adviser explained every detail clearly, making me feel comfortable and informed. Their patience and knowledge made a big difference."
Another added: "The adviser really took the time to understand my needs and offered solutions I hadn’t considered. The service felt personal, and I appreciated the level of care shown."
The survey results align with wider industry trends, where transparency and customer understanding have become critical drivers of trust in financial services. In a market often perceived as complex and impersonal, Central Trust’s focus on personalised support and clear communication sets a standard for customer engagement.
Jenny Bush, Head of Direct Sales at Central Trust commented:
"The feedback we’ve received from our customers reflects our commitment to putting their needs first. By ensuring they feel supported and fully informed at every stage, we’re not just meeting expectations—we’re exceeding them. We’re proud to see such positive results and remain dedicated to maintaining these high standards."
Central Trust plans to use these findings as a foundation for further improvements, continuing to listen to customers and refine its processes. The company emphasises its ongoing commitment to ensuring that customers feel empowered to make informed financial decisions that suit their individual circumstances.
