Our survey results are indicative of a customer segment that has particularly
high expectations and can be challenging to please. Wealth managers are in
a time when clients themselves are starting to place greater value on a strong
technology proposition. In addition, the modest level of client satisfaction and
advocacy, coupled with higher emphasis on investment performance and the range
of products and services offered, suggest that firms cannot rely on traditional
strengths, such as the quality of their human relationships or brand, to compensate
for shortfalls in their technological offering.