Understanding client needs

Liontrust seeks client feedback and views to ensure our communications and services are appropriate and as helpful and effective as possible. These include:

• Client surveys, with professional clients and retail investors
• Market research with professional advisers and retail investors
• Evaluating our communications, reporting and educational content with a consumer panel of retail investors
• Using pop-up questions on fund pages of the Liontrust website to ask retail investors, among other questions, if they can find the information they are looking for and do they have all the information required to make an investment decision
• Seeking feedback from professional clients on our communications, fund updates, reporting and service
• Analysing customer journeys on the Liontrust website and the success of our digital communications

Consumer panel

Liontrust is a member of an industry consumer panel along with other asset managers. This provides us with the opportunity to test our communications, content, reporting and educational content with a panel of retail investors. Sharing the panel with other asset managers enables us to enhance the level of feedback and insights we can gather; this is because we get the views of retail investors on our material and those of our peers. Among the material we have tested are educational literature, fund manager articles and videos, and a Consumer Facing Disclosure document for funds with a SDR label.