Platform outages impact client loyalty. In the 2020 J.D. Power U.S. Self-Directed Investor Satisfaction Study, investors who experienced one or more online outages over the prior 12 months were about twice as likely to consider leaving their current provider as those who did not experience any outages (12.1% vs. 6.2% “definitely” or “probably” will leave in the next 12 months).
About the J.D. Power Self-Directed Investor Satisfaction Study
The J.D. Power Self-Directed Investor Satisfaction Study is the most established and comprehensive, independent survey of do-it-yourself investors available. J.D. Power has provided insights on this unique group of investors for more than 15 years—from the time that trades were over $12 a piece.
Since inception, the Self-Directed Investor Study has been revamped several times to keep our data and insights on the cutting edge. The speed of change in this marketplace is constantly compressing the decision-making time frame and correctly anticipating the future needs of investors is absolutely fundamental to success in today’s highly competitive context.
With more choices than ever for new investors, including low-cost robo or digital advisors, self-directed firms that want to keep new clients must ensure they are minimizing problems and resolving them quickly and effectively. We pinpoint the factors that matter most to investors and drive their satisfaction. The study sets a quality benchmark for the industry, and provides a thorough understanding of the needs, expectations, and desires of today’s investors.
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