NS&I has long been popular among advisers because of the attractive rates it offers, as well as its unrivalled level of protection for customers. It is now looking to build on that support by improving its proposition for the adviser community, first by launching an enhanced version of its adviser website and, second, by overhauling the service it offers to advisers and other third parties.
“We have recently made significant enhancements to our customer proposition as part of a major modernisation programme within NS&I, and the changes have been very well received,” explains Head of Intermediary Relationships, Andrew Pike.
“We now wish to turn our attention to the service we provide to financial advisers. The first step on this journey will be the new website (nsandi-adviser.com), featuring a new ‘look and feel’, easier navigation to get to the resources advisers need as quickly as possible and new online polls. We have also ensured the site is now compatible with all the smartphones and tablets most commonly used by advisers. Additional changes will include a LinkedIn discussion group for advisers and increased use of our Twitter handle (@nsandi) to keep advisers up to date with key NS&I news.
“We are keen to build a closer relationship with advisers, as we know that NS&I as a brand is very popular, as our quarterly advocacy survey in August 2016 showed that 7 out of 10 advisers recommended NS&I to their clients in the last year. We are aware, however, that the servicing has not been as good as it should be. We are now committed to putting thatright, with the aim of helping make advisers’ lives easier.”
A major part of this process is reducing the reliance on correspondence by post, which has historically been relatively onerous for advisers. Steps are being taken to ensure client letters of authority can be kept on record indefinitely, rather than having to be supplied with every transaction. Advisers will also be able to access client information by phone for the first time, including checking amounts invested and maturity dates.
“Looking ahead to next year and beyond, we plan to provide online access to client information; a mobile app for advisers; adding NS&I products to platforms; and other enhancements ” says Mr Pike. “We hope all of these changes demonstrate our commitment to advisers and show the direction we are taking the proposition in, and how we’re trying to make it easier for advisers to do business with NS&I.”
Andrew Pike is head of intermediary relationships of NS&I
