Canadian Full Service Investor Satisfaction Study

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Changes in market conditions, regulatory requirements, investor demographics, and a shifting competitive landscape make it more important than ever for Canadian 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 that are so critical to business growth, firms need to make informed decisions to strike the right balance among competing needs for investments in technology, recruiting, training, marketing, and product development.

The J.D. Power 2017 Canadian 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
  • Account Information
  • Commissions and Fees
  • Investment Performance
  • Product Offerings
  • Website
  • Problem Resolution

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

  • High net worth
  • Female investors
  • Millennial investors
  • Demographic region

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:

  • An analyst briefing provides high-level executive insights into key industry trends and study findings, allowing your firm to understand the drivers of satisfaction across all aspects of the investor experience
  • Access to a personalized competitive data set, enabling you to see how your firm stacks up against competitors, the industry, and the highest performers in the study
  • An executive presentation provides a summary of your firm’s results against those of key competitors as well as actionable insights for improvement; presentations are delivered live, typically to an executive-level audience, and are intended to be a catalyst for strategic discussions and planning
  • A suite of analytical tools, including a simulator that allows you to conduct a customized analysis and to estimate the impact on overall satisfaction of improving performance on specific Key Performance Indicators
  • Bain Certified NPS® by J.D. Power that includes the brand level NPS® and verbatims, a NPS rank chart and verbatim text analytics

What's New in 2017?

The 2017 study explores new topics, including the following:

    • Bain Certified Net Promoter Score® by J.D. Power: J.D. Power has signed an agreement with Bain & Company to become the officially recognized authority for benchmarking the Net Promoter Score (NPS®) in wealth management industry studies in North America. This independent NPS competitive benchmark uses a methodology certified by Bain & Company, a key requirement for accurate and reliable scores. Brands that adopt the new benchmark will have a more reliable measure they can use to evaluate their performance relative to competitors, detect market threats and opportunities and spur improvements to their own products and services. Visit to learn more.
    • Digital Advice: With some industry reports estimating robo-advisors may have as much as $8 trillion in AUM by 2020, and many large traditional firms either building, buying or partnering to add this capability to their platform, every firm needs to understand this trend as both opportunity and risk. The 2017 study provides insights from robo-advisor investors on how they rate the user experience, and how the “pure play” robos compare with the big banks.
    • CRM2: How have mandated disclosures impacted the client experience in terms of perceptions around fees and performance? Which firms are differentiating themselves in how they are executing on these changes and what are best practices?
    • Expanding the sample to reflect clients that receive full service investment advice from different channels within the large banks.