Great advice starts with listening – so we’re incredibly grateful that nearly 3,000 clients took the time to complete our 2025 Client Experience Survey. Your feedback is valuable and appreciated.

The results convey a clear and encouraging message: our clients are more satisfied, more loyal, and more likely to recommend us than ever before. We’re grateful for your insights to help us shape the future of how we serve you.

A snapshot of what you told us

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

Advocacy on the rise

One of the most powerful indicators of client trust is advocacy.

Our Net Promoter Score (NPS) rose to +55 in 2025, placing us among the top performers in the financial services industry. This is a testament to the strength of our relationships and the quality of our advice.

39% of respondents say they’ve recommended Bridges to someone they know. In the world of professional services, referrals are the ultimate compliment – so we appreciate this endorsement.

What’s working well

Your feedback highlighted several areas where we’re hitting the mark:

Strong relationships with Financial Planners: Clients consistently praised our Planners for their professionalism, integrity, and ability to listen and understand their goals.

High perceived value: Clients across all fee brackets reported strong value for the advice they receive, with satisfaction highest among those with longer tenure and higher fees.

Client experience: From annual reviews to responsiveness, our service delivery continues to improve year on year.

What you think we can do better

While the overall sentiment was overwhelmingly positive, you also gave us clear direction on where there’s room for improvement:

More frequent communication: Many clients want more regular updates, especially around market movements and portfolio performance. We hear you – and we’re exploring how to make our communication more timely and tailored.

Planner continuity: Stability in Planner relationships matters. We’re working to minimise disruptions and ensure smoother transitions when changes are necessary.

What this means for you

These results reflect the trust you place in us and the value you see in the advice we provide. As a result of your feedback we’re making some changes to how we work:

We’re enhancing our annual review process to ensure it’s not just a check-in, but a strategic moment to adjust your plan and stay aligned with your goals.

We’re investing in tools and training to enable our Planners to deliver more proactive, personalised advice.
We’re reviewing our communication strategy to ensure you receive the right information at the right time—and removing unnecessary noise.