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Investment Services
The increasing amount of wealth coming into the market and a population that is more active in managing their investments spells more opportunity than ever before for investment products and wealth managers. But, the industry’s historic focus on performance and price is now giving way to security and strength of relationships as factors rising in importance to this growing and sophisticated market of investors.
Both product companies and investment managers will need more insights into the drivers of customer satisfaction to better market and service these new and re-focused waves of clients. J.D. Power and Associates is dialed into what matters most by providing a direct line to the voice of today’s savvy investor.
Full Service Investor Satisfaction StudySM
Customer Satisfaction Award—
Highest-Ranked Full Service Investment Firm Nationally
This study set a quality benchmark for the industry by examining customer satisfaction among 20 of the top full-service investment firms in the U.S. that represent collectively half of the investment dollars in the industry. The study assists the investment community in better understanding the needs, expectations, and desires of today’s investors. Customer satisfaction factors addressed in the study include portfolio performance, the financial advisor/broker, account set-up and offerings, commissions and fees, customer service representatives, convenience, and account statements. The study also examines the impact each factor has on customer loyalty, retention, and advocacy. A similar study is published assessing Canadian markets.
Online Trading Investor Satisfaction StudySM
Customer Satisfaction Award—
Highest-Ranked On-Line Investment Firm Nationally
This study helps online brokerage firms understand the needs of online investors. An examination of the critical elements that drive customer satisfaction provides insight into factors that affect customer satisfaction, loyalty, and retention including cost, trade execution, investment performance, interaction with the customer service representative, Web site functionality and information resources. The study also measures the impact that branch offices have on satisfaction and willingness to accept higher fees. Approximately 18 firms are examined in the study.
Financial Advisor Satisfaction StudySM - NEW in 2007
Customer Satisfaction Award—
Highest-Ranked Investment Firm Nationally
This study helps investment firms understand how effectively they are servicing their affiliated advisors. It offers an examination of the critical elements that drive overall advisor satisfaction and provides insight into the factors that affect advisor satisfaction, loyalty, and retention. These factors include work environment, people, co-workers, products and offerings, compensation, job duties, support, and firm performance. Thirty firms are profiled in the study.
To receive more information on J.D. Power and Associates studies, click here.