Our 2025 Client Satisfaction Survey: Transparency, Feedback, and Continuous Improvement
Why We Conducted the Survey
The purpose of this survey was simple: to listen carefully to our clients and evaluate whether our day-to-day service reflects the standards we set for ourselves. Rather than relying on assumptions, we wanted structured, measurable feedback across the key areas that matter most in an ongoing advisory relationship.
The survey was sent to our asset management clients and received 81 responses, representing a response rate of approximately 33.6%.
What We Measured
The survey focused on eight core service areas, followed by an overall satisfaction question. Each section was designed to measure a specific aspect of the client experience.
Below, we outline each question and its results. Screenshots of the actual survey questions and aggregated responses are included for full transparency.
1. Responsiveness
How satisfied are you with our responsiveness when you need support?
This question measured how quickly and reliably clients feel they receive responses when reaching out with questions or requests.
2. Professionalism
How confident do you feel in our professionalism as your asset managers?
This question focused on confidence, competence, and professionalism in decision-making and communication.
3. Trust and Integrity
I trust Labinsky Financial to manage my assets honestly, transparently, and in my best interest.
Trust is fundamental in asset management. This question aimed to directly assess client confidence in our integrity and fiduciary approach.
4. Client Understanding
I feel that Labinsky Financial understands my long-term financial goals.
This question evaluated whether clients feel truly understood beyond individual transactions or short-term decisions.
5. Follow-Up and Availability
How satisfied are you with our availability when issues or questions arise?
This measured accessibility and ongoing availability, not just during onboarding but throughout the relationship.
6. Multinational Expertise
How confident are you in our understanding of both Israeli and international financial considerations relevant to you?
Given the cross-border nature of many client situations, this question addressed our ability to navigate international and local financial complexity.
7. Holistic Financial View
Labinsky Financial takes my entire financial picture into account when advising me on asset management decisions.
This question focused on whether advice is perceived as integrated and holistic rather than isolated or product-driven.
8. Proactive Outreach
How satisfied are you with how proactively we reach out with updates and opportunities?
This measured whether communication feels timely and proactive, not only reactive.
9. Overall Satisfaction
Overall, how satisfied are you with our asset management service?
This final question provided a high-level summary of client sentiment.
The average overall satisfaction score was 9.37 out of 10.
Net Promoter Score (NPS): What It Means
In addition to satisfaction ratings, the survey included a Net Promoter Score (NPS) question.
Clients were asked how likely they are to recommend Labinsky Financial to others on a scale from 0 to 10:
- Scores of 9–10 are considered Promoters
- Scores of 7–8 are Passives
- Scores of 0–6 are Detractors
The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters.
Based on the survey results:
- 79% of respondents were Promoters
- 19% were Passives
- 2% were Detractors
This resulted in a Net Promoter Score of +77, which is considered very strong by industry standards.
What We Take From This
We are grateful to all clients who took the time to share their feedback.
The results provide validation in many areas, as well as clear guidance on where we can continue to refine and improve our service.
Most importantly, publishing these results reflects our belief that transparency is an essential part of long-term trust.
We view this survey not as a one-time exercise, but as part of an ongoing process of listening, learning, and improving.