Banking Quality Seeker Infographic: 2017 Global Distribution & Marketing Consumer Study

Download Banking Quality Seeker Infographic: 2017 Global Distribution & Marketing Consumer Study

Post on 08-Feb-2017

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  • TRADITIONAL MEASURES OF SERVICE TOP THEIR PRIORITY LIST

    HUMAN ACCOUNT MANAGERS ARE THE GO-TO SOURCEFOR RECOMMENDATIONS

    INTEGRITY IS KEYDriven by service quality and trust

    Trust in the integrity of their investment advisor keeps them loyal (49%)

    Firms working with Quality Seekers should focus on basics of service and personal contact

    Firms seeking to work with Quality Seekers can gain an edge by communicating more clearly and in more detail

    44% are driven by high quality service and 46% by a good personal relationship

    58% say their advisor is their most useful source of investment advice. Only 20% say this about their advisors online sites and tools

    Only 18% say their advisor does an excellent job of tailoring advice to them

    SEE ROOM FOR IMPROVEMENT IN PERSONALIZATION

    LOOKING FOR TAILORED ADVICEWill share data if it delivers personalization

    To attract Quality Seekers, firms should look at hybrid oerings combining human

    contact with data-driven analysis

    Firms targeting Quality Seekers should emphasize selection, training and motivation of account managers

    MAINTAINING TRUST AMID SHIFTINGCONSUMER DEMANDS

    INVESTMENTADVICE:

    64% will share more of their personal data with their advisor, but 77% demand more personalized advice in return

    Firms hoping to work with Quality Seekers should have personalized

    oerings ready

    SAY TRANSPARENCY AND COMMUNICATION ARE WHEREADVISORS FALL DOWN

    67% are satisfied with the overall relationship, but only 61% say this about transparency around fees

    Only 60% think the quality of communication around new opportunities is good enough

    OPENNESS IS VITALLooking for greater transparency

    RECOGNIZE A MORE DATA-DRIVEN RELATIONSHIP COULD HELP DRIVE THIS

    2017 GLOBAL DISTRIBUTION & MARKETING CONSUMER STUDYINVESTMENT ADVICE REPORT

    INVESTMENT ADVICEQUALITY SEEKERATTRIBUTESQuality Seekers are loyal customers that value brand integrity and service excellence, and will work with providers who put customers interests first. They make up34%of investment advice respondents.

    Copyright 2017 AccentureAll rights reserved.

    ABOUT THE CONSUMER STUDYAccenture surveyed 32,715 respondents across 18 markets. Respondents were consumers of banking, insurance and investment advice services and covered multiple generations and income levels. The fieldwork for the survey was conducted during May and June, 2016.

    Visit www.accenture.com/FSConsumerStudyInvestmentAdviceVisit www.accenture.com/FSConsumerStudy for more information on financial services results.

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