Listening, learning and lifting the bar: What you told us in the 2026 client survey

Thank you to the ~4,000 clients who completed our 2026 Client Experience Survey. Your feedback helps us better understand what matters most to you and where we can continue to improve.

With pleasingly strong results, satisfaction, trust and perceived value all significantly increased this year, reinforcing the strength of the relationships we build with our clients and their satisfaction with the advice we provide.

A snapshot of what you told us

Here are some of the key highlights from this year’s survey:

One of the standout results was our Financial Planner Net Promoter Score, which rose to 78% favourable in 2026 — a score which represents a strong reflection of the trust clients place in their Financial Planner and the value of these relationships.

What’s working well

Your feedback confirmed that some of the most important parts of the client experience are also where we’re performing strongly:

• Trusted relationships remain at the heart of the Bridges experience, with high scores for professionalism, integrity and understanding client needs.
• Confidence in advice continues to grow, with 97% of clients saying they believe their Financial Planner has their best interests at heart.
• Support to achieve goals is making a difference, with clients telling us they feel more informed, supported and confident about their financial future.

Where we can do better

You also gave us clear feedback on where we can lift the bar. While satisfaction remains high, clients told us they want to feel more connected not just to their Financial Planner, but to Bridges more broadly. That means helping you better understand who we are, how we support you and the broader team behind your advice experience.

You also told us that more proactive communication would be valuable. We’ve already started sharing more timely market and economic updates and we’ll continue looking for ways to keep you informed with relevant, useful insights.

We would love to help more people achieve their financial goals

Many clients said they would be happy to refer Bridges but often haven’t been asked or aren’t sure how. If you know someone who could benefit from quality financial advice, we’d love to help.