TCF Centre is an automated customer feedback system that is used by advisers to help improve their business processes and service, as well as providing ongoing evidence that adviser firms are treating their customers fairly.

The timing of the roll out is particularly relevant due to the work now being undertaken by many adviser firms to re-model their business in line with the requirements and challenges being posed by the FSA's Retail Distribution Review (RDR).

TCF Centre's feedback questionnaire can be e-mailed out to clients with one click and asks a range of questions about the fact-finding process, risk profiling, product understanding, documentation and overall service. Questionnaire responses are then compiled automatically and immediately by the system, identifying positive respondents to help with client referrals and generate potential new business. Advisers are also informed of any negative responses for them to follow up.

Sesame Bankhall Group Business Development Director Keith Gilmour said:

By automating what are often laborious processes for firms, TCF' Centre enables advisers to get feedback from potentially every one of their clients. Not only does this provide robust evidence of their day-to-day engagement with clients to help with ongoing TCF requirements, it can also help firms identify the services that clients really value, which will assist them in building their RDR proposition.

As well as measuring overall customer satisfaction, TCF Centre automatically pinpoints happy clients. These positive endorsements can often be a firm's best marketing tool, generating valuable referral business.

Sammedia Business Development Director, Sim Sangha commented:

Sesame and Bankhall have recognised that a robust ongoing client feedback programme can very quickly become a business asset for all involved, rather than a regulatory burden. Given many firms are transitioning with new service propositions, there has not been a better time to test whether the services offered are valued by the end client.