U.S. Self-Directed 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 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 2016 U.S. Self-Directed Investor Satisfaction StudySM examines investor satisfaction with self-directed investment platforms and identifies how key segments of the market differ based on such demographics as age, gender, investable assets, and investment style. The study provides a broad understanding of how self-directed investment firms can improve investor satisfaction, loyalty, retention, and advocacy across six key factors:

  • Interaction (including Website, Phone, Mobile, and Branch)
  • Problem Resolution
  • Information Resources
  • Account Offerings
  • Trading Charges and Fees
  • Account Information 

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

  • 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 datadriven, 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 robo-advisor, fee transparency, goals-based advice, and the impact of mobile technology on the industry

    What’s New in 2016?

    The 2016 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 investors have of these tools and what level of interest do they have in using them?
    • Cybersecurity: Compromised data is an ever-present possibility, but how concerned are investors and how confident are they that their investment firm is protecting their data?
    • Advice and Guidance: New questions about the value of advice and guidance delivered by firms, whether through technology or human interaction.