The Challenge

Changes in market conditions, investor demographics, and a shifting competitive landscape make it more important than ever for investment firms and advisors to have access to robust, independent sources of insights into the key drivers of investor satisfaction. To optimize investor loyalty and cultivate the referrals so critical to business growth, firms need to make informed decisions to strike the right balance among the competing needs for investments in technology, recruiting, training, marketing, and product development.

The Solution

The J.D. Power U.S. Full Service Investor Satisfaction StudySM explores the needs, expectations, and preferences of today’s investors. The study provides a broad understanding of how full service investment firms can improve investor satisfaction, loyalty, retention, and advocacy across seven key factors:

  • Financial Advisor
  • Investment Performance
  • Account Information
  • Account Offerings
  • Commissions and Fees
  • Website
  • Problem Resolution

Additionally, the study explores the most critical drivers of satisfaction among investors in various key segments of the market, including:

  • High Net Worth
  • Mass Affluent and Emerging Affluent
  • Women
  • Millennials

A study subscription provides access to the insights and tools needed to gain a comprehensive, in-depth understanding of how your firm is performing and to identify key areas needing improvement.

Study deliverables include:

  • Customized executive presentation and in-person discussion that includes data-driven, actionable recommendations for achieving such strategic goals as closing performance gaps with key competitors and/or highest performers in the study
  • Competitive survey data and industry reports created by J.D. Power
  • Analytical tools for performance insights and peer comparisons
  • Ongoing thought leadership, including white papers and access to webinars on vital industry topics, such as fee transparency, goal-based advice, and the impact of mobile technology on the industry

What’s New in 2016?

The 2016 U.S. Full Service Investor Satisfaction Study explores new topics not addressed in previous years’ research, including:

  • Robo-advisor: A hot topic among industry insiders given its potential to disrupt traditional advisor models, but what level of awareness do current full service investors have of these tools and what level of interest do they have in using them?
  • Fiduciary standard: To what extent are investors aware of the differences between suitability and fiduciary standards and what governs their existing relationship with their advisor? How does this impact their experience, satisfaction, and willingness to refer?
  • Cybersecurity: How many investors are aware of being impacted by a compromise of their data? How concerned are they about this issue and how well do they believe their investment firms are protecting their data?