While 99% of investors expect their financial advisor to be honest and trustworthy, they also expect a return phone call within the same day. Email expectations are similar, but not quite as demanding.
In research recently conducted with Millionaire investors, Spectrem Group found that while most individuals are satisfied with their advisors (72%), they have relatively high expectations regarding service.
Honest and Trustworthy are at the top of the list, but “transparency” and “keeping me informed” are also important to 96% of Millionaires. Ninety percent will look at the investment track record and the depth of services available. Fees and commissions are important to 83% and website services are critical to 65%. Being associated with a well-known brand or company is important to 66%.
The most common reason for firing an advisor is failure to return a phone call(73%) while only 57% would fire an advisor for failing to provide good ideas and advice.
As far as timeliness of responses? Seventy two percent expect a return phone call within the same day, with 14% expecting a response within an hour. Only fifty six percent expect their email returned the same day, with only 8% expecting a response within an hour.