Canadian Self-Directed Investor Satisfaction Study

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Why Subscribe to the Study?

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 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 Canadian 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
  • Female investors
  • Millennial investors

The study subscription provides access to the insights and tools necessary 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 the 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
  • 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.
  • CRM2: Impact of changes on perceptions regarding statements, fees, and performance
  • Robo-advisor: Services used and satisfaction with that experience
  • Onboarding: Identifies the most critical elements of the onboarding process and their impact on loyalty, referrals and share of wallet
  • Cybersecurity: Incidence of compromised data, concerns regarding how well firms are doing in protecting their data, and overall level of investor concern
  • Investment goals: How well firms are helping investors set and monitor progress toward achieving their investment goals
  • Channel switching: Impact of increasing number of investors interested in aspects of both the traditional self-directed and full service models
  • Banking and investments: How firms can be more effective in cross selling and delivering a seamless consolidated experience