This document contains a client satisfaction tool that is a table used to score advisers on a scale of 1 to 5 based on their delivery of various capabilities to clients. The table contains three categories: capabilities clients value and receive, capabilities clients don't value but receive, and capabilities clients value but don't receive. Advisers are scored on their ability to consistently deliver capabilities in each category.

1. EXERCISE 2
Client Satisfaction Tool
into the table below based on whether the typical adviser on your panel is delivering them
consistently. Score the typical adviser on a scale of 1 (outstanding) to 5 (appalling) in terms of
their capability to deliver each item. Continue overleaf if required.
Clients value and get (Bullseye) Delivery Capability
1 2 3 4 5
Clients don’t value but get (Wasting resources) Delivery Capability
1 2 3 4 5
Clients value but don’t get (Goodbye) Delivery Capability
1 2 3 4 5
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