Indicative figures from our recently-launched client experience reader survey suggests that under half of firms currently collate both quantitative and qualitative client feedback on a regular basis – despite the obvious impact client satisfaction has on both retention and referral rates. Even more shockingly, 38 per cent of respondents reported that their firm does not regularly collate feedback from clients at all. We could ask, however, whether this figure actually reflects a lag between management teams seeing the value of client feedback initiatives and actually implementing them; the number of such projects has been noticeably on the rise in recent years.

The global subscriber base of WealthBriefing, WealthBriefingAsia and Family Wealth Report was asked this question as part of an ambitious new research report on client experience in wealth management, which is due to be published in Q2. Wealth management professionals from all manner of firms have taken part in our online survey, and responses continue to come in thick and fast. Participants in the survey will gain priority access to the report once it is launched, so ensure your first-look access by taking part here.

The survey examines client experience across the relationship lifecycle, assessing current practice at wealth management firms globally. The final report will draw together insights from a number of industry experts, along with case studies and interviews, in order to address what best practice might look like going forward.

In-depth interviews with top-level executives and industry commentators are already well underway, but additional viewpoints are most welcome. Please email the report's author wendy.spires@wealthbriefing.com if you have any insights on client experience which you would like to share.