Sanlam client survey 2020 results: putting your feedback into practice

15 October 2020

Your views are very important to us. In June, we conducted a survey of our clients to understand how Covid-19 was impacting your lives and your finances. We wanted to know how confident you feel with online support and whether we have adequately supported you during the crisis.


An overview of the results

We were delighted that over 1,000 clients responded to our survey from a cross-section of our wealth business. Here is what you told us:
How are you feeling generally about the economic crisis?

  • 85% of you are worried about the effect the pandemic is having on the lives and livelihoods of your friends and family

  • 48% of you have non-Covid-19 concerns (such as Brexit) that you believe will further impact your personal finances

How did Sanlam support you during the crisis?

  • 72% of you felt we continued to support you well during the pandemic

  • 89% of you said the service you received either stayed the same or increased in recent months

  • 87% of you said your perception of Sanlam has improved or stayed the same

  • 58% of you think Sanlam has done better than other companies you bank and invest with

How did you find our ongoing communication?

  • 88% of you said the level and accessibility of contact you have had from Sanlam has either met (79%) or exceeded your expectations (9%)

  • 79% of you found our ongoing communications useful 

How comfortable do you feel with an increased use of technology?

  • 44% of you are happy for Sanlam to introduce more digital support

  • 54% of you would be happy to have a video call with your wealth manager or portfolio manager, and of those of you who had experienced a video meeting, 93% said the experience was as good or better than the usual face-to-face meetings you have and 85% would be happy for video calls to be a part of your relationship with Sanlam going forward

Putting your feedback into practice


Video calls now part of the service

In response to over half of you wanting the option of having a video call with your wealth planner or portfolio manager, we will continue to offer these as part of our ongoing service offering. These will not be replacing face-to-face contact, but video calls can work particularly well if you would like to include family members who don’t live close to you, or if you are too busy to meet us in person.


Introducing Curated – our new monthly newsletter

In response to your request for more relevant and timely information on financial issues, we have introduced a client newsletter that is emailed to you in the middle of each month. It brings new content on newsworthy subjects straight to your inbox. This is in addition to Wealthsmiths magazine, which is mailed to you twice a year, and our monthly market outlook which is emailed to you at the start of each month. If you are not receiving these communications and you would like to, please do get in touch.

Sanlam on Demand

In response to your concerns about friends and family being adequately financially prepared because of the crisis, we have set up a new service called Sanlam on Demand. We offer a free 30-minute consultation with one of our financial experts, with absolutely no obligation to use our services. If you know anyone who is particularly concerned about their finances but doesn’t have access to financial advice, please ask your wealth planner or portfolio manager for more information on this service, or email

Client events

In normal times, we hold a series of client events throughout the year. As a result of the pandemic, we were forced to move our events online. We held virtual wine tastings, investment updates, art classes, and even a work experience programme for young people over Zoom. Many of these have worked particularly well, and we will continue to offer client events online, such as our Royal Academy of Arts virtual events programme, for those who find it difficult to travel to a venue. Speak to your wealth planner or portfolio manager to learn more.

In summary

Thank you to everyone who completed our survey. Your feedback is invaluable, and we are continually striving to ensure our service is relevant and supportive in these difficult times. Remember – if you have any questions or concerns, we are only a phone call or email away. We’re not just here to look after your investments. We offer holistic financial services, helping you make financial decisions to see you through this crisis.

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The value of investments and any income from them can fall and you may get back less than you invested.