Financial Advisors

The ACSI analyzes customer satisfaction with major firms offering financial advisor services to the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about recent experiences with their financial advisors. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Financial Advisor Benchmarks »

Financial Advisor Customer Experience Benchmarks

Unique to the financial advisor industry, the ACSI captures customer opinions about critical elements of the financial advisory experience, including:

    • Opening accounts
    • Frequency of routine contact (mail, email)
    • Frequency of personal contact (phone calls, face-to-face meetings)
    • Prospectuses and similar investment information
    • Competitiveness of prices and fees
    • Clarity of prices and fees
    • Clarity of investment plan, goals, and strategy
    • Trust and confidence in advisor
    • Investment performance
    • Mobile options for account management
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

ACSI Finance, Insurance, and Health Care Report 2019-2020 »

The ACSI Client Advantage

Financial advisor industry clients can take advantage of ACSI’s competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential financial advisor industry data, with over 30 data points per year for the largest firms in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Financial advisor clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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