At Alitis, we firmly believe that the key to success lies in the satisfaction of our valued clients. With the goal of continuously improving our services and ensuring exceptional customer experiences, we conducted a Client Satisfaction Survey this past June. This blog post aims to share the insightful results of this survey, shedding light on our strengths, areas for growth, and the actions we plan to take.

Survey Methodology

The survey ran from June 13 to June 26 and was open to all households of Alitis Investment Counsel.  The survey was distributed electronically. The survey consisted of 14 questions covering different aspects of our investment products, services, and overall customer experience. Question 1 was on a scale of 0 to 10, with 0 being “Not at All Likely” and 10 being “Extremely Likely.” There were three open text options, and the rest of the questions were on a on a scale of 1 to 5, with 1 being “Very Dissatisfied” and 5 being “Very Satisfied.” The survey was anonymous, encouraging clients to provide honest and constructive feedback. We received a total of 204 responses and have donated $204 to the Great Cycle Challenge in support of Lynn Unwin, Senior Client Service Administrator who is fundraising to fight kids’ cancer.

Here are our key findings:

Overall Satisfaction

Scale of 0 to 10, with 0 being “Not at All Likely” and 10 being “Extremely Likely”

We are thrilled to announce that a significant majority of our clients expressed high levels of satisfaction. We received an average rating of 9.2 out of 10 to Question 1 of “How likely are you to recommend Alitis Investment Counsel to your friends and family.” This rating showcases that our strong client relationships and transparent approach, coupled with our investment philosophy and process results in a customized experience that our clients trust and value.

Customer Service Excellence

Scale of 1 to 5, with 1 being “Very Dissatisfied” and 5 being “Very Satisfied”

In line with the importance that we place on the client experience, we were pleased to receive:

• an average rating of 4.8 out of 5 for the quality of service, availability of our team, as well as for the style of communication from our team members,
• an average rating of 4.7 out of 5 for the effectiveness of working with you to set appropriate financial strategies and targets to help you achieve your goal, and
• an average rating of 4.6 out of 5 for our ability to keep you informed about your investment portfolio and ability of communicating financial concepts and strategies pertaining to your personal situation in a clear and effective manner.

We pride ourselves on being accessible, whether by phone, video, or in-person. At a minimum, we would like to meet with you once a year to review your accounts. This is important to ensure that your investments continue to align with your financial situation and risk tolerance, which allow for a deeper understanding of your evolving life circumstances and financial goals. These meetings provide the opportunity to assess the progress towards your financial goals, evaluate investment performance, and make necessary adjustments.

As a firm, we place high importance to continuous professional development so that we can stay up to date on industry trends, expanding our knowledge and honing our skills to demystify complex financial concepts.

These results validate our ongoing efforts to provide prompt, clear and effective service, ensuring that our clients feel heard and valued.

Areas for Improvement:

While we celebrate our achievements, we also recognize that there are areas where we can further enhance the client experience.

Frequency of Updates

Scale of 1 to 5, with 1 being “Very Dissatisfied” and 5 being “Very Satisfied”

We understand that clear and timely communication is vital in fostering strong client relationships. Keeping you up to date on market and economic conditions and how they affect your Alitis investment portfolio received an average rating of 4.4 out of 5 and frequency of communication received an average rating of 4.5 out of 5. To address this, we are currently in the process of creating Monthly Commentary pieces for the Alitis Strategic Income Pool, Alitis Income & Growth Pool, Alitis Growth Pool and Alitis Dividend Growth Pool with Quarterly Commentary pieces for the Alitis Private Mortgage Fund, Alitis Private REIT and Alitis Private Real Estate LP. Once finalized, we feel that these pieces will provide additional information on market and economic conditions and how it relates to each individual pool.  We will continue with our monthly Alitis newsletter with varying content each month and will actively work on enhancing our presence on our social media channels. Alitis Investment Counsel is currently on Facebook, Instagram and LinkedIn. If you are also on those platforms, we encourage you to like and follow our accounts for further insights.

Performance of Investments & Volatility

Scale of 1 to 5, with 1 being “Very Dissatisfied” and 5 being “Very Satisfied”

Performance of your investments received an average rating of 4.2 out of 5 while the level of volatility associated with your investments received an average rating of 4.4 out of 5. Following the Alitis Investment Management Process, we were able to protect most of our clients from a very rocky 2022. Mid-2023, we are seeing higher interest rates, inflation receding slowly, and a likely recession in the near future. We continue to actively manage our investments and reduce risk by utilizing a variety of different of asset classes and alternative investments. We aim to provide solid returns through our diversified approach which should help investors to win in the long-term by minimizing substantial losses in the short-term.

Conclusion

The 2023 Alitis Client Satisfaction Survey has not only validated our commitment to our valued clients but also provided valuable insights for our continuous improvement. The overwhelmingly positive feedback underscores our success in delivering innovative solutions, thought-provoking advice and exceptional service. We extend our heartfelt appreciation to all our clients who participated in the survey, and we look forward to implementing their feedback to create an even more satisfying journey together.