Results Of Our Service Questionnaire And Testimonials

18th Sep 13
Islay Robinson GROUP CEO

Islay Robinson

Results Of Our Service Questionnaire And Testimonials

Islay Robinson

We send a questionnaire to every customer who completes a mortgage with us – the feedback taken is anonymous and independent. We do this to make sure that our service is delivered as professionally and thoroughly as possible and, if it isn’t, there is an opportunity for the client to let us know.

We are incredibly proud of the statistics this year so thought we would share them:

  • 83% of respondents said we are more helpful than they expected we would be.
  • 96% of respondents said they would recommend us to a friend or colleague.
  • 96% said our service was as or better than they had expected at the outset.
  • 96% said that their adviser understood their financial objectives.
  • 100% said we considered and fully understood their attitude to risk
  • 100% of respondents said they felt at ease through the whole process.

Here are some of the comments which were given for us and our brokers – they are all independent and from people who have completed a mortgage with us. We are very proud of them.

We were delighted with the service provided by Enness. Professional, considered and amenable. The speed and efficiency of the service were particularly impressive.

I received outstanding service. Of a completely different quality to anything from a similar organisation or individual, I had experienced in the past. Nick Plappert was supremely professional.

Charlie is very efficient, a clear communicator and is very responsive so would come back again.

Nick Plappert provided an outstanding service, which exceeded our expectations. We were delighted with the rate we achieved on our mortgage and are very happy with our new home.

I am very pleased that you were able to help me get a mortgage when my high street banks had been unable to offer the amount needed. Your staff are always charming.

Our mortgage renewal was managed by Charlie Arnold. We were very impressed with the excellent service we received from Charlie. She responded promptly to all of our queries helped us understand each part of the process. Charlie went out of her way to help us with getting the documentation certified and delivered to the mortgage company. The whole process has been seamless and uncomplicated and we would highly recommend Charlie to our friends.

Very good. A couple of my answers were as expected, but as we have dealt with Ian before, and the service we have received has been very good, that is now my expectations!

David is a great broker. He worked very hard to find us deals that no-one else could and succeeded where everyone else failed. I would recommend him 100% of the time.

David Habib did an excellent job in identifying suitable funding sources and then progressing two transactions in an efficient and transparent way.

Charlie was very helpful and informative. She understood our objectives and found the best product on the market for us.

The service from Kat was excellent, informative and made me feel at ease throughout the process. Her communication on all aspects of the completion was first class.

Although the process was extremely slow, this was the fault of The Woolwich/Barclays rather than Enness. Peter Clinton was really helpful, extremely professional and approachable and very easy to deal with despite the tricky circumstances. We will not hesitate to contact Peter again.

Extremely efficient, friendly and helpful.

Peter was outstanding in making things easy and simple and was extremely efficient.

I received a superb service from beginning to end and wouldn't hesitate to recommend Enness. Peter Clinton was easy to deal with and was quick to act. He always came back to me as promised and worked really hard on my behalf .