Improving client experience in institutional and wholesale investment management

Clients are increasingly viewing their experience as a key element of manager selection and redemptions decisions, with 76% of buyers reporting client experience as a contributing factor to ending an investment manager relationship¹. Despite that, little research has been undertaken into the experience clients are looking for.

In response, Deloitte has conducted primary research on the important drivers of the client experience in investment management (IM) and has built a framework IM firms can use to further engage clients via a richer experience.

While differentiation is key, and partnerships are identified as an attractive way to achieve this, our findings show it will be hard for firms to build a high quality client and experience that is differentiated if they cannot effectively execute the day-to-day aspects of the client-manager relationship.

Contact a member of our team listed below to discuss client experience in IM and how using our framework can enhance the client experience offered to investors.

^{1 In a recent paper by Deloitte-Casey Quirk, Distribution 2.0, we reported that for 76% of buyers, client experience is a contributing factor to manager terminations}