We conducted our first Client Audit in October 2012 with the help of Advisor Impact, an independent industry consultant. The goal of the survey was to gain a better understanding of our client’s needs and to ensure that the service that we provide meets or exceeds expectations. We are pleased and honored that our clients gave us an overall satisfaction rating of 4.9 out of a possible 5.0 with 94% of clients giving us the highest mark of “very satisfied.” We have worked very hard to deliver that service and those results are extremely gratifying.
Below is a comprehensive list (we did not cherry-pick) of key comparisons across several service dimensions for True Wealth Design compared to a benchmark derived from more than 10,000 wealth management clients voluntarily surveyed by Advisor Impact. Advisor Impact’s benchmarks have shown to be skewed to the positive compared to the industry in general. This implies that advisors who care to ask clients for feedback tend to have higher satisfaction ratings. Measuring what is important to our clients is key and is reflected as % Clients Rating as Critical.
| Service Dimension | % Clients Rating as Critical | True Wealth Design: % Rating Strongly Agree | Benchmark: % Rating Strongly Agree | + Bench-mark |
| Overall Client Satisfaction | n/a | 94% (Very Satisfied) | 73% (Very Satisfied) | +21% |
| My advisor is trustworthy | 95% | 97% | 86% | +11% |
| I have confidence in the skills of my advisor’s team | 88% | 84% | 71% | +13% |
| My advisor is proactive in managing our relationship | 91% | 84% | 58% | +26% |
| I have a clear plan in place to meet my retirement/financial goals | 97% | 75% | 47% | +28% |
| My calls and e-mails are returned promptly | 56% | 100% | 83% | +17% |
| The frequency with which my advisor contacts me meets my needs | 41% | 69% | 61% | +8% |
While we are substantially above the benchmark in every category, we can always find room for improvement. Somewhat ironically, the two areas where we are most above benchmark are also the two critical areas, as indicated by our clients, where we can increase “strongly agree” ratings. These areas are in how proactive we are in managing our client relationships and helping clients to have a clear plan in place to meet retirement/financial goals.
We are still in the process of reviewing client-specific feedback and will then begin work in these areas identified for improvement and look forward to sharing with you the efforts that arise from this work. We would like to thank our clients for participating in the survey and for choosing to work with us. We look forward to continuing to work hard to exceed both industry benchmarks and client expectations and to ultimately help you reach your life dreams and goals.
