What Our Clients Say
Independent Client Satisfaction Survey Results — 2026
We believe that the best measure of a financial planning practice is what its clients say about it. That’s why we regularly engage an independent research firm to conduct a confidential, anonymous survey of our clients — so we can hear directly from the people we serve and continue improving the way we work.
In early 2026, Jigsaw Financial Planning engaged Business Health, one of Australia’s leading practice benchmarking firms, to conduct our second CATScan — a comprehensive Client Assessment Tool that measures client satisfaction across nine key areas of service delivery. The survey was sent to all Jigsaw clients, with responses collected anonymously and compiled independently by Business Health. We had no involvement in the collection or analysis of the results.
Jigsaw Financial Planning survey results at a glance
Jigsaw Financial Planning Advisers received an overall client satisfaction score of 4.74 against the Australian benchmark of 4.23 and individual scores that place us well above industry benchmarks in all areas.
*Australian Benchmark 4.39
*Australian Benchmark 4.49
*Australian Benchmark 4.41
*Australian Benchmark 4.37
*Australian Benchmark 4.31
*Australian Benchmark 4.12
Our Results
FeatureKey Performance Indicator | Jigsaw Score | National Benchmark | Variance |
|---|---|---|---|
Understanding | 4.80 | 4.31 | +0.49 |
Business Relationship | 4.83 | 4.49 | +0.34 |
Financial Knowledge | 4.76 | 4.37 | +0.39 |
Range of Financial Services | 4.59 | 4.15 | +0.44 |
Implementation of Solutions | 4.74 | 4.21 | +0.53 |
Professionalism of Practice | 4.82 | 4.41 | +0.41 |
Standard of Support Staff | 4.77 | 4.39 | +0.38 |
Financial Review process | 4.63 | 4.00 | +0.63 |
Communication | 4.67 | 4.12 | +0.55 |
Overall Average | 4.74 | 4.23 | +0.51 |
Key Highlights
We are incredibly proud of the results. Across all nine measures of service, Jigsaw Financial Planning scored an overall average of 4.74 out of 5.00 — well above the national benchmark average of 4.23. We ranked in the top 25% (top quartile) nationally in every single category.
- Overall satisfaction score of 4.74 out of 5.00 — significantly above the national benchmark of 4.23
- Ranked in the top 25% (top quartile) nationally across all nine key performance indicators
- 94% of clients said they would be willing to refer Jigsaw to others
- 97% of clients expect to maintain an ongoing advice relationship with Jigsaw
- 90% of clients feel a close business and personal contact with their adviser
- 52% of clients have been with Jigsaw for seven years or longer
- Our highest-scoring category was Business Relationship at 4.83 out of 5.00
- Our greatest outperformance of the national benchmark was in Financial Review Process — scoring 0.63 above the national average
In Their Own Words
The following quotes are taken directly from the anonymous survey responses. They have not been edited and are reproduced here exactly as our clients wrote them.
Trust & Relationship
“Couldn’t ask for a better financial team. Every member I speak to is aware of my finances and is helpful and professional. A pleasure to deal with on every level.”
“We feel very comfortable discussing our financial needs with our Adviser. Matthew strikes a good balance of being professional, yet ‘real’, ‘human’ and approachable. All very important characteristics in this kind of relationship.”
“I feel so lucky to have been introduced to Matt and Jigsaw. I appreciate the consideration, professionalism, integrity and compassion. I have recommended your service several times to others as advisors who are skilled, fair, curious and trustworthy.”
“We are so grateful to have found Matt and Jigsaw and highly recommend for their professionalism and knowledge.”
“We are made to feel more like friends than clients.”
“We believe that one of the main strengths is personal contact and honest interactions.”
“I wholeheartedly trust Matthew Laird to manage my account and believe he always acts in my best interests.”
Knowledge & Expertise
“Very professional, attentive and patient in explaining the finance jargon and thinking. Happy with the future plan and very happy to recommend this company.”
“Matthew obviously has a vast and up to date knowledge in his field.”
“I trust that Matt is always on top of any developments that I should be informed about, and able to explain them.”
“Being a novice, I need to put my trust in an expert. Over the past 10 years Matt has explained and provided justification for his knowledge and practices in relation to my investments.”
“Daniel always stops to ask the question ‘how do you feel about what I’ve just said’. He then takes the time to listen to what I’m saying. He will explain again in another way if I don’t quite understand. Daniel does this in a respectful way which gives me confidence he is listening to both my partner and my point of view.”
Service & Advice
“Thanks for the opportunity to give feedback about this business. We are extremely happy with the service level, professional approach and accessibility we have to financial advice. Moreover, they are now tried and tested as we have been using them for advice and management of our affairs for many years. Happy!”
“Listens to our concern and objectives and develops a plan to meet them. The plan is discussed with us (amends if necessary) then implements it.”
“I’ve found Matt to be an excellent and reliable adviser. I have recommended him to friends and will continue to do so.”
“Very happy, I feel I wouldn’t be in such a sound financial position without Matt’s professional guidance and knowledge.”
“We have often been surprised at how good Matt is at letting us know options when we didn’t know we had any.”
“Matt is always open about the choices I have in this late stage of my life and can always explain them to me.”
Our Team
“Every interaction with Matt Laird and his staff is always exceptional. I often thank him for the level of attention, care and pleasantness he and his staff give.”
“Matters are always dealt with promptly and with clear and concise written and verbal instruction. The staff always present as courteous and professional in all our interactions with them.”
“We have always liked and appreciated the relaxed, yet professional approach of all the Jigsaw staff we have interacted with.”
“All the staff are friendly and very helpful, nothing is a problem.”
“Jigsaw Financial Planning always demonstrates optimal professionalism in all the dealings we have had with each and every member of staff.”
“More than happy with professionalism shown by all Jigsaw staff.”
Aged Care & Specialist Advice
“All staff members are very professional. Lisa Noble has been my financial advisor for several years. Identified the process to maximise the best financial returns possible with the limited superannuation I have available. Lisa has identified several opportunities I may like to consider to use the equity in my home to receive ‘cash injections’ to supplement my pension and superannuation.”
“I feel confident with Lisa as our financial adviser.”
“Lisa is patient and always ensures her advice and the reasoning for it is understood.”
“Always feel comfortable and supported by Daniel. Highly recommend the service and advice.”
“I have had a long ongoing relationship with Daniel and I find him more than helpful and informative with his advice. I consider him a friend with a firm hand with my financial details!”
Long-term Relationships
“So glad we have had Matt and his staff looking after us over these years. Greatly appreciated.”
“It’s been a good and solid partnership.”
“The main strength of the business is its size. It is not too big to lose you and there is a feeling of personal interest.”
“Matthew always makes himself available for discussions in a most pleasant manner as do others in his staff when required which is very comforting when you have a concern.”
“I have been very satisfied with Daniel & the team for a long time. The process, the comms, the service is always excellent.”
“Approachable, knowledgeable, up to date, lovely staff and confidence in financial decisions made.”
“We have the utmost trust in Matthew’s professionalism and find him very easy to discuss our needs with.”
“Matt has always been supportive and appropriate when discussing financial issues. I have found him very trustworthy and recommended him to friends accordingly.”
About This Survey
The CATScan (Client Assessment Tool) is an independent, confidential client satisfaction survey conducted by Business Health, one of Australia’s leading benchmarking and consulting firms for financial planning practices. The survey measures client perception across nine standardised key performance indicators and benchmarks results against a national database of financial planning practices across Australia.
Jigsaw Financial Planning’s 2026 CATScan was conducted in February and March 2026. 129 clients responded anonymously. Results were compiled and analysed independently by Business Health. Jigsaw had no involvement in the collection, analysis, or editing of any responses.
Our previous CATScan was conducted in 2020 and also placed Jigsaw in the top quartile nationally. We are committed to deliver the standard of service our clients expect and deserve
Important Information
Jigsaw Financial Planning NSW Pty Ltd ABN: 79 660 290 693 is a Corporate Authorised Representative (No 1297621) of JFP Adviser Services Pty Ltd ABN 51 667 926 481, Australian Financial Services Licensee No. 549631. The information contained on this page is general in nature and does not take into account your personal situation. You should consider whether the information is appropriate to your needs, and where necessary, seek professional advice from a financial adviser.