Satisfaction among Full-Service Investors Fails to Improve

While the financial markets have posted another year of strong returns, overall investor satisfaction as measured by the J.D. Power 2015 U.S. Full Service Investor Satisfaction StudySM remains unchanged from 2014. This marks the first time since 2009 that industry satisfaction did not increase in parallel with the S&P 500.

2015_FSI_Full_Detailed_Findings_4_6_15_final

A reduced market growth rate relative to 2014 coupled with increased volatility may partially account for the lack of improvement, although myriad factors within the industry are also changing as new competitive threats emerge and investor expectations evolve along with technology and demographics. Additional high-level findings emerging from the study include:

  • Improvements in overall satisfaction for large market share firms contribute to the stable industry average in 2015.
  • Firms that build strong client-focused relationships mitigate the impact of market volatility.
  • While overall satisfaction is stable, investors’ outlook on the economy in general and their personal financial status continue to rise for the fourth consecutive year.

In addition to identifying the primary drivers of investor satisfaction and benchmarking the performance of firms, the Full-Service Investor Study also provides valuable insights on pertinent industry trends such as:

  • Changing investor demographics: Gen Y/Z and women
  • Wealth transfer
  • Preparing advisors for success
  • Planning and goals-based investing
  • Providing transparency on performance and fees
  • Changing competitive landscape

Results from the 2015 Full-Service Investor Study were released to subscribers the week of April 6th.

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