Our Rating System

Our rating system is divided into two key areas. The first is the 5 star Customer Rating - this is calculated as an average of all customer reviews given to an adviser. The second is the Adviser Ratings Status and is displayed as one of 4 badges. The Adviser Ratings Status is calculated using a combination of factors including information gathered from licensees, ASIC, key industry bodies and the overall customer rating score.

Customer Ratings

Whenever a customer rates their adviser they are given the opportunity to give feedback on both the quality and satisfaction with the advice they receive through a series of specially devised questions. These questions involve 4 key areas including: Communication, Knowledge & Expertise, Customer Care and Recommendation. Each of these areas is then combined to give a total percentage which is then divided by 20 to give a final rating out of 5 stars.

• Communication

  This means how often the customer could clearly understand the adviser's advice and their explanation of how it fitted the customers needs

• Knowledge & Expertise

  How confident the customer is that their adviser's knowledge and experience was broad enough to allow the adviser to despense the best advise for them

• Customer Care

  This means how often the adviser was able to give the customer full care and attention when they’ve needed help or advice

• Recommendation

  This means how likely the customer would be to reccomend their adviser to other customers, family and friends