banking quality seeker infographic: 2017 global distribution & marketing consumer study

TRADITIONAL MEASURES OF SERVICE TOP THEIR PRIORITY LIST HUMAN ACCOUNT MANAGERS ARE THE GO-TO SOURCE FOR RECOMMENDATIONS INTEGRITY IS KEY Driven 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 advisor’s 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 ADVICE Will share data if it delivers personalization To attract Quality Seekers, firms should look at hybrid oﬀerings combining human contact with data-driven analysis Firms targeting Quality Seekers should emphasize selection, training and motivation of account managers MAINTAINING TRUST AMID SHIFTING CONSUMER DEMANDS INVESTMENT ADVICE: 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 oﬀerings ready SAY TRANSPARENCY AND COMMUNICATION ARE WHERE ADVISORS 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 VITAL Looking for greater transparency RECOGNIZE A MORE DATA-DRIVEN RELATIONSHIP COULD HELP DRIVE THIS 2017 GLOBAL DISTRIBUTION & MARKETING CONSUMER STUDY INVESTMENT ADVICE REPORT INVESTMENT ADVICE QUALITY SEEKER ATTRIBUTES Quality Seekers are loyal customers that value brand integrity and service excellence, and will work with providers who put customers’ interests first. They make up 34% of investment advice respondents. Copyright © 2017 Accenture All rights reserved. ABOUT THE CONSUMER STUDY Accenture 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/FSConsumerStudyInvestmentAdvice Visit www.accenture.com/FSConsumerStudy for more information on financial services results.

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Page 1: Banking Quality Seeker Infographic: 2017 Global Distribution & Marketing Consumer Study

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 advisor’s 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 o�erings 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

o�erings 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 up 34% of investment advice respondents.

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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