U.S. Full-Service Investor Satisfaction Study

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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 insight 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 2015 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
  • Women Investors
  • Millennials/Gen Y

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
  • Analytical tools for performance insights and peer comparisons
  • Ongoing thought leadership content, including white papers on such vital industry topics as next-generation investors, women investors, and the impact of mobile technology on the industry

What's New in 2015?

The 2015 study survey includes new questions not in previous studies. The additional questions provide a sharper focus on three key areas:

  • Wealth transfer
  • Mobile technology
  • Emerging growth segments (e.g., younger, women)

Strategic Investor Segment Analysis

Many J.D. Power clients have expressed an interest in capturing data from a larger sample of their own investor base than is feasible in the context of a syndicated research study. In response, J.D. Power now offers the opportunity through either additional panel-acquired or client-supplied sample to conduct a customized analysis of investor segments to help answer such critical business questions as:

  • How successfully are firms delivering the client experience to specific segments of the investor market (e.g., based on affluence, tenure, gender, age, ethnicity, service model, region, fee structure)
  • How does the firm compare within key investor segments to the broader industry or key competitors?
  • To what extent are key internal initiatives impacting investor satisfaction?