The next batch of emails will shortly be going to your completed mortgage customers from Elevation. As a reminder, these emails will be as if you had sent them, but will be sent automatically for you from the Elevation system.
You should by now have received your login details directly from Elevation, and you will receive an email whenever a customer completes feedback so you can review it.
Reminder, Consumer Duty Requirements
As a reminder, Consumer Duty requirements mean all Networks need to ensure they are able to measure that the advisers they supervise are meeting the new requirements of the Duty. As previously communicated, Consumer Duty means we need to provide actual evidence that shows we are putting customers at the heart of the business. Many advisers do have review facilities such as Trust Pilot or Google reviews. However, the FCA has indicated that a good review does not in itself satisfy their requirements in evidencing that good consumer outcomes have been delivered.
Why Elevation?
Some networks have chosen to telephone customers and ask questions to obtain this evidence. We have chosen Elevation as we believe it is also a great tool for our members. Elevation by VouchedFor is different from a normal review service in that it asks a range of questions to fully understand the customer’s experience. The information from this gives both the network and the adviser the ability to understand the journey from the client’s perspective, as well as evidence the good outcomes or learn where improvements can be made.The insights the adviser gains can increase conversions, business levels, and personal recommendations.
Launch Webinars
In September, we invited all members to attend one of 2 webinars with the Elevation team so that advisers would understand what was happening and why. If you did not manage to attend the webinar, you can view a recording of it here:
Feedback Request Email
The feedback request email sent to your customer by the Elevation system is addressed from you because your customer knows you. This means a higher response rate. To maximise the benefits, it’s a good idea to let your customer know that they will receive it. We are currently scheduling requests for completed mortgages, but in due course, we will schedule requests at earlier stages in the process. This is incredibly powerful, as it will provide you with insights on why some customers do not proceed with an application.
All advisers have access to a free account with Elevation to see their feedback. There is also an option to have a personal VouchedFor profile to display the customer rating part of the Elevation feedback at a discount to the normal price. This is similar to services like Trust Pilot and Google Reviews but can also help you with lead generation through their free ‘find an adviser‘ service.
If you would like any further information, please reach out to the Member Support Team in the first instance.
Kind Regards
Alan Baldwin
Director of Compliance
For any questions or queries regarding this email, please contact Member Support Team