Turning feedback into action: How your input shapes what we do

At Wow, we’re always looking for ways to improve the experience we deliver - and your feedback plays a big part in that.

Our Net Promoter Score (NPS) surveys are one of the ways we check in to understand what’s working well, and where we can get better. Every response, whether it’s a glowing 10 or some helpful suggestions, gets reviewed and discussed. Then, we get to work.

If you’ve not come across NPS before, it’s a widely used metric that measures client loyalty and satisfaction by asking how likely you are to recommend a product or service. Respondents rate on a 0-10 scale, with 9-10 classified as ‘Promoters’, 0-6 as ‘Detractors’, and 7-8 as ‘Passives’. NPS is then calculated as the percentage of ‘Promoters’ minus the percentage of ‘Detractors’.

Thank you to everyone who took part in our most recent survey. Here’s a quick update on what you told us - and what we’ve done as a result.

Our latest NPS score: 73

In April 2025, we scored 73 - up from 64 in September 2024.

That puts us firmly in world-class territory. To give some context, an NPS above 50 is considered excellent in our industry. So 73? That’s something to be proud of - and a huge credit to our team, who’ve worked hard to turn feedback into action.

The more people who take part, the more accurate the reflection. So thank you again if you shared your views. The insights you gave us have already shaped the way we support you – and we’re committed to building on this even further.

We plan to run these surveys quarterly - and even when life gets in the way (hello, HubSpot migration!), our commitment to listening and learning hasn’t changed.

What we heard - and how we’ve responded

Making it easier to get hold of us

You told us that sometimes it wasn’t clear who to contact - or responses took longer than they should have. So we’ve:

Grown our client services team to improve phone coverage and email response times
Introduced clearer email routing, so your message reaches the right person faster
Prioritised urgent or confidential queries with new systems and better team training

It’s not just about answering the phone - it’s about working together to make your experience smoother.

Clarifying who does what

As Wow has grown, so has the team around you - which sometimes makes it unclear who to speak to. To make that easier:

We’ve restructured some of our teams to give you broader support, with fewer contacts
We now share a ‘meet the team’ doc when things change, so you always know who’s who
We’re improving how we share info internally, so whoever you speak to is in the loop

Keeping you better updated

While we’ve always been strong on delivery, some of you have said that updates haven’t always been as frequent as you'd like. We’ve now:

Introduced tools and better systems to help the team stay on top of project progress and to keep you informed at every step
Used AI-powered call notes and summaries (where appropriate and with permission) to speed up communication

Making the experience more personal

You told us you value the relationships you have with our team - that we’re approachable and care about what matters to you. That means a lot. We’re building on that by:

Improving how we handle confidential and urgent messages, to ensure your messages get to who they need to go to more directly
Focusing even more on being proactive, responsive, and human in how we show up and how we can support you through more challenging times

What’s next

Whilst we’ve already been able to act quickly and implement changes based on your feedback, some things take a little longer to put in place. We’re working towards:

Reducing adviser portfolio sizes to give you more time with your key contacts
Launching more client-only content and events
Refining how we deliver core services, to keep hitting SLAs and raising the bar in how we deliver our 7-star service

For us, NPS isn’t a tick-box exercise - it’s one way we check how we’re delivering on our purpose: to help you build a beautiful business.

We’ll be sending out the next NPS survey in September. If there’s ever anything you’d like to share - inside or outside of our surveys - we’d love to hear from you. Please get in touch with your Lead Adviser or any of the team to tell us what’s on your mind.