Customer Surveys
At Royal Global Compliance Consulting, we recognise that client feedback is a vital component of regulatory compliance and effective corporate governance. Without structured opportunities for clients to provide feedback, firms cannot reliably determine whether customers have, in fact, been treated fairly in accordance with regulatory expectations.
Engaging in systematic customer surveys enables firms to:
- Assess clients’ understanding of the services provided and recommendations made.
- Measure whether the commitments undertaken by the firm align with client expectations.
- Identify potential gaps between customer satisfaction and the regulatory principle of fair treatment.
It is important to note that a satisfied client is not always an indication of fair treatment. Regulatory fairness goes beyond satisfaction — it requires transparency, suitability, accountability, and the protection of client interests.
Our role is to assist your firm in designing, implementing, and evaluating customer survey frameworks that identify where your firm and its advisers are, or are not, treating clients fairly. By highlighting these areas, we help you strengthen compliance, enhance client trust, and reduce potential regulatory and reputational risks.
