Investment in quality pays dividends for Devon financial planners

South West financial planning firm Goodmans has received top marks for its services in a mystery shopper survey conducted by leading industry publication FT Adviser.

The respected independent company, which has offices in Plymouth and Totnes and plans for a base in Exeter, is one of the few practices across the UK to be awarded a maximum score by the mystery shopper.

Each week FT Adviser chooses a different area of the country where three financial advisors and one provider will be contacted by a mystery shopper, who will assess the all-important initial telephone contact between client and adviser.

When the spotlight turned on Plymouth it was Goodmans’ offices at Drake Circus that shone, receiving an impressive score of 35 out of 35 and finishing ahead of its competitors in the city.
During the telephone call, the mystery shopper posed as someone seeking advice on income protection on behalf of an uncle who had recently returned to work from a six-month lay-off following a back injury.

The company was assessed on how quickly the call was answered, the telephone manner of the person taking the call, relevant qualifications, the choice of payment methods offered, guidance given, knowledge and online presence.

Melanie Tringham, part of the FT Adviser team that carries out the mystery shopper assessments, said it was uncommon for a company to receive maximum marks.
“Maybe once every two to three months someone will get full marks,” she said.

Finbarr O’Reilly, director and senior financial planner for Goodmans, was delighted with the results.

“We were all pleased to hear these results,” he commented. “As a team we are committed to providing clear, honest, factual advice and promoting the need for financial planning to benefit both our existing and potential new clients.”

Goodmans are Chartered Financial Planners, one of fewer than 400 firms in the UK to achieve Chartered status. Awarded by the Chartered Insurance Institute (CII), the status recognises the company’s commitment to the development of staff, to ethics and the overall quality of advice given.